AccountId: 011433970860
ContactId: 2b5cd7b7-f991-4f71-ba54-4056714e442e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91650 ms
Total Talk Time (AGENT): 39840 ms
Total Talk Time (CUSTOMER): 43091 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/2b5cd7b7-f991-4f71-ba54-4056714e442e_20250305T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, Miss [PII]. My name is [PII]. I was just calling to verify a patient's dental policy, please.
[AGENT][NEUTRAL] Sure, I can check that eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK thank you
[CUSTOMER][NEGATIVE] No extension
[AGENT][NEUTRAL] Got it thank you. uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, it is.
[CUSTOMER][NEUTRAL] 613006 0 excuse me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 13066.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 066 OK got it thank you and then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, miss. [PII], [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like I can send you a copy of the fax back that shows all the covered procedures and benefit information.
[CUSTOMER][POSITIVE] No, ma'am, I do appreciate that. I've got her information. I just wanted to verify it was still active and available for this year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] Awesome, thank you so much. That's all I needed. I appreciate your help.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] I