AccountId: 011433970860
ContactId: 0eada7b7-9bd6-4d85-90d4-085e1c2e1cb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81940 ms
Total Talk Time (AGENT): 23509 ms
Total Talk Time (CUSTOMER): 27852 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/0eada7b7-9bd6-4d85-90d4-085e1c2e1cb3_20250128T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from the dental provider's office trying to check eligibility.
[AGENT][NEUTRAL] OK. Can you spell your name for me please?
[CUSTOMER][NEUTRAL] [PII], last initial [PII]
[AGENT][NEUTRAL] OK, [PII]. OK, and you're checking eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] I have 614-965-085.
[AGENT][NEUTRAL] OK, that's not an APL policy number. Do you have the ID card?
[CUSTOMER][NEUTRAL] Well, he just gave me his social.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Last, last name is [PII] First name is [PII]
[AGENT][NEUTRAL] I'm not finding any one by that name.
[CUSTOMER][POSITIVE] OK, alright, I will check with the patient. Thank you.
[AGENT][POSITIVE] Oh, you're welcome. If no other questions, do ring. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.