AccountId: 011433970860
ContactId: 28bdf6ea-5a40-4f3f-8c13-e9a0204f16b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66879 ms
Total Talk Time (AGENT): 33527 ms
Total Talk Time (CUSTOMER): 28847 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/28bdf6ea-5a40-4f3f-8c13-e9a0204f16b2_20250130T15:48_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] with Doctor [PII]. I just want to confirm my patient's dental benefits are still active.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the policy number for the patient?
[CUSTOMER][NEUTRAL] 00615325
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with that eligibility for [PII]. I'm showing that her policy is still active, effective date [PII]. Anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] And her limit has not changed, it's still 1000.
[AGENT][POSITIVE] It is, that is correct.
[CUSTOMER][POSITIVE] OK, alright, that's all I need. Thank you so much for your help.
[AGENT][POSITIVE] My pleasure and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.