AccountId: 011433970860
ContactId: 180c07e2-df71-4d16-b4ed-586a247bfa0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83339 ms
Total Talk Time (AGENT): 36376 ms
Total Talk Time (CUSTOMER): 29967 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/180c07e2-df71-4d16-b4ed-586a247bfa0d_20250318T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I work with the dental office and I'm needing to check eligibility on a dental patient, please.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can you please give me your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII] Quitman Family Dental.
[AGENT][POSITIVE] Oh thank you, ma'am. I appreciate that. And then what's the um patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[CUSTOMER][NEUTRAL] His policy is 01931163.
[AGENT][NEUTRAL] OK, let me pull him up real quick.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][POSITIVE] OK, that was everything I needed to know, thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] I hope you do too. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am bye bye.
[CUSTOMER][NEUTRAL] Oh.