AccountId: 011433970860
ContactId: 1f67cfe3-3b4f-472e-86d9-3181b6627fd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73669 ms
Total Talk Time (AGENT): 28741 ms
Total Talk Time (CUSTOMER): 25145 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/1f67cfe3-3b4f-472e-86d9-3181b6627fd3_20250616T15:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a dental provider office. I'm just calling to see if you'd help me fax over patients eligibility.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Um, and I'm sorry, I missed your name.
[CUSTOMER][NEUTRAL] It's a
[AGENT][NEUTRAL] And it? OK.
[CUSTOMER][NEUTRAL] Yeah, and then uh.
[AGENT][NEUTRAL] OK, and that, do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do. It's 02614873.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's going to be for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what was the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][POSITIVE] Yeah, that's correct uh huh.
[AGENT][NEUTRAL] Uh, just this policy is effective and active [PII], and there's no history on file, just, just for your records.
[CUSTOMER][POSITIVE] It's OK, perfect.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank