AccountId: 011433970860
ContactId: 2b3e8efa-e8cf-4b42-aa3a-5144f6195392
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119059 ms
Total Talk Time (AGENT): 58796 ms
Total Talk Time (CUSTOMER): 43242 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/2b3e8efa-e8cf-4b42-aa3a-5144f6195392_20250612T15:29_UTC.wav
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[AGENT][NEUTRAL] [PII] speaking. May I help you?
[CUSTOMER][NEUTRAL] And let it go. I'm stuck in the freeway.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Sparks Marina Dentistry, and I'm just calling to um verification eligibility. I'm sorry for, uh, patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is again? You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is that policy number, please?
[CUSTOMER][NEUTRAL] 02635292
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][NEUTRAL] OK, uh, can you send me, can I have over the phone a full breakdown or can you fax it over to me?
[AGENT][NEUTRAL] Sure, I can send you a fax back. Give me a moment. And what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments. Is there anything else I can assist you with today? Ms. [PII], how do you spell your name, please?
[CUSTOMER][NEUTRAL] No, that'd be it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII] OK, thank you.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.