AccountId: 011433970860
ContactId: 2b37bec5-6996-4093-ac25-eb3d9c74695a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95690 ms
Total Talk Time (AGENT): 38099 ms
Total Talk Time (CUSTOMER): 45148 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/2b37bec5-6996-4093-ac25-eb3d9c74695a_20250416T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I need to check eligibility on a patient. I'm calling from Family Health Center Neelsville Dental.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. uh, what was your name please?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number is 01445696.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you'd like I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Um, nope, I already have that. I just needed to know if it was still active. Perfect. Thank you for your help. I really appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome, yes ma'am. Alright, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, you're awesome you have a great day.
[AGENT][POSITIVE] All right thank you you too bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.