AccountId: 011433970860
ContactId: 2f299f23-bb32-4f8e-9d2f-9d975d9e6efa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116529 ms
Total Talk Time (AGENT): 32528 ms
Total Talk Time (CUSTOMER): 33189 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/2f299f23-bb32-4f8e-9d2f-9d975d9e6efa_20250305T13:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Certide Kids Pediatric Dentistry, and I'm trying to verify dental eligibility.
[AGENT][NEUTRAL] I can help you, [PII]. um, can I get the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Alright, policy number is 02296303.
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And see what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth, [PII].
[AGENT][POSITIVE] OK, thank you for that information.
[AGENT][NEUTRAL] And you're wanting to verify eligibility and dental benefits?
[CUSTOMER][NEUTRAL] Just yeah, basically eligibility, yes ma'am.
[AGENT][NEUTRAL] Eligibility, OK, I can get that information for you, so I'm showing the policy effective date is [PII].
[AGENT][NEUTRAL] And I show the policy is active at this time and did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am, I did not.
[AGENT][POSITIVE] Alright, well thank you for calling APL and have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.