AccountId: 011433970860
ContactId: 26284577-5ed0-4060-ba81-6706dfbc073e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103449 ms
Total Talk Time (AGENT): 35291 ms
Total Talk Time (CUSTOMER): 52548 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/26284577-5ed0-4060-ba81-6706dfbc073e_20250310T16:38_UTC.wav
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[CUSTOMER][NEUTRAL] I is it because there's 3 that put.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Excuse me, I'm sorry, um, we were, I'm calling, um, with Gentle Dental, we're calling to get eligibility for a patient.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] 022 04158
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What's it
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] You got any X-ray?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] And thank you so much, [PII], for verifying the policy. You're calling in for eligibility. It does show that it's currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, is it like you can send that over with benefits?
[AGENT][NEUTRAL] You're needing the fax back. May I have the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is attention [PII]?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] OK, I will get this submitted over to you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, not at this time.
[AGENT][POSITIVE] Well, I do wanna thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you.