AccountId: 011433970860
ContactId: 1c40cde6-1aae-4f0e-bb8b-6fa3ed0080a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83959 ms
Total Talk Time (AGENT): 41208 ms
Total Talk Time (CUSTOMER): 37960 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/1c40cde6-1aae-4f0e-bb8b-6fa3ed0080a3_20250321T13:06_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from uh a provider's office. I was calling to get some um information on the patient's policy, what type of policy she has.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 02433121.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] All right, thank you. And I can help you with eligibility for [PII]. I'm showing her policy is active. Effective date is [PII], and this is a secondary policy to her major medical coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's what I thought. OK, so it's medical only, correct?
[AGENT][POSITIVE] That's correct. It pays for um sickness or injury.
[CUSTOMER][POSITIVE] OK, well, we're a dentist so I just wanted to make sure we weren't, you know, we didn't take it so that's all I needed thank you so much for your help.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] It's been such a pleasure to assist you, [PII]. Thank you for calling APL and have a lovely day and a happy weekend.
[CUSTOMER][POSITIVE] You too you too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.