AccountId: 011433970860
ContactId: 0d135ed3-47c7-42c5-b4bd-0bc9da4fd9a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68099 ms
Total Talk Time (AGENT): 39217 ms
Total Talk Time (CUSTOMER): 31219 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/0d135ed3-47c7-42c5-b4bd-0bc9da4fd9a6_20250227T20:42_UTC.wav
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[AGENT][NEUTRAL] For contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. I'm calling from a dental provider's office. I needed to verify eligibility, please.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] 01580909
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. I just need a callback number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm just looking this up now.
[CUSTOMER][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] OK, now this is, this is normally through your employer. These, it's usually through an employer that we have this, but this policy was active from [PII]. So it's not active anymore and I don't know whether he is still with this company or what, um.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh OK got you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, no worries, thank you so much for your help.
[AGENT][NEUTRAL] OK, if there's nothing I can help with, thanks for contacting UTI.