AccountId: 011433970860
ContactId: 23d9ec9f-8a11-460e-ac9d-031f7f252ff5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71059 ms
Total Talk Time (AGENT): 33867 ms
Total Talk Time (CUSTOMER): 32551 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/23d9ec9f-8a11-460e-ac9d-031f7f252ff5_20250219T22:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] OK, yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from a dental provider's office to check eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you.
[AGENT][NEUTRAL] And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, it is 00615825.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, that really.
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] And I did.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And you say you're calling to verify eligibility, correct?
[CUSTOMER][POSITIVE] Yes, that's right, uh huh.
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][POSITIVE] OK, that's what I needed thank you so much.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL. You have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You too. Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Bye.