AccountId: 011433970860
ContactId: 20b18dfc-7882-4f35-b067-7a3e1add017c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146949 ms
Total Talk Time (AGENT): 57002 ms
Total Talk Time (CUSTOMER): 41214 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/20b18dfc-7882-4f35-b067-7a3e1add017c_20250403T20:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling from Southern Roots Dentistry and man, but I just needed to make sure our patients and um insurance is still active.
[AGENT][NEUTRAL] OK Miss [PII], I can help you with eligibility. I please.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me, Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, now I can. What did you ask for? I'm sorry you skipped out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Your callback number in case the call is dropped.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] I'm sorry you're skipping out. I'm not hearing you very well.
[AGENT][POSITIVE] There you go. OK, Ms. [PII], sorry about that.
[AGENT][NEGATIVE] Issues with the phone.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you hear me, Ms [PII]?
[CUSTOMER][POSITIVE] Yes, just hopefully it stays.
[AGENT][NEUTRAL] OK. So. Oh gosh. Uh, what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's [PII] 603-403.
[AGENT][NEUTRAL] OK, and the policy number again, please?
[CUSTOMER][NEUTRAL] 603-403.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I've got
[AGENT][NEUTRAL] Um, and her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. I do show that [PII] does have an active policy with us and her effective date is [PII].
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well, you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.