AccountId: 011433970860
ContactId: 2e9710f5-fd35-4618-b568-6ff8c791fa6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99959 ms
Total Talk Time (AGENT): 30147 ms
Total Talk Time (CUSTOMER): 31680 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/2e9710f5-fd35-4618-b568-6ff8c791fa6a_20250408T15:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, my name is [PII]. I work with Breed Dental Designs, and I am needing to check if, uh, this patient has dental coverage.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the policy number of the patient?
[CUSTOMER][NEUTRAL] It's 023-214-887.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII] and let me get.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said this was for dental, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So, I only show that he has a, it's a medlink policy, which is for medical, um, it's like a secondary gap policy for medical, um, I don't show any dental um policies on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right thank you so much ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] You too, bye.