AccountId: 011433970860
ContactId: 22ebf95b-32e0-44aa-9676-e579e06928fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60000 ms
Total Talk Time (AGENT): 16320 ms
Total Talk Time (CUSTOMER): 32528 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/22ebf95b-32e0-44aa-9676-e579e06928fb_20250507T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from a dental provider's office to check eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Well she's just been back in.
[CUSTOMER][NEUTRAL] Yes, [PII]. OK, thank you ma'am. Alright bye bye.
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] 602-766
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] I show this policy is effective [PII] and it's currently active.
[CUSTOMER][POSITIVE] Alright, thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too yes ma'am bye bye.