AccountId: 011433970860
ContactId: 15549bed-5446-4a96-b51d-ba2d4534ef2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66500 ms
Total Talk Time (AGENT): 26631 ms
Total Talk Time (CUSTOMER): 29671 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/15549bed-5446-4a96-b51d-ba2d4534ef2d_20250317T18:28_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from a dental provider's office, and I just needed to verify that a patient was still active on their policy.
[AGENT][POSITIVE] OK, I'd be happy to assist with the eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] And that is 02129245.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][POSITIVE] OK awesome um I believe that's everything that I needed uh thank you so much for your help with that today. I appreciate it.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Bye bye.