AccountId: 011433970860
ContactId: 18fab272-ba19-4029-802c-c6178244701c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117690 ms
Total Talk Time (AGENT): 44301 ms
Total Talk Time (CUSTOMER): 51565 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/18fab272-ba19-4029-802c-c6178244701c_20250610T13:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling [PII] speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. It's spelled [PII]. How are you today?
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] I am fine, and yourself?
[CUSTOMER][POSITIVE] Good thank you so much for asking.
[AGENT][NEUTRAL] OK, and Ms. [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling from Sage Dental of [PII]. I'm looking um to get the eligibility for one of our mutual patients.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And what's the policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number that I have will be 02622924.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do. It will be [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I'm trying to affect the date of [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Am I able to get eligibility tax?
[AGENT][NEUTRAL] Sure, I can send you a fax back. Uh, what is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that's [PII]?
[CUSTOMER][NEUTRAL] [PII] yes ma'am.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments. Uh, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that will be all thank you so much.
[AGENT][POSITIVE] Oh yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye.