AccountId: 011433970860
ContactId: 305bc8bf-eaaf-4347-ba65-6e4b0047c2c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90110 ms
Total Talk Time (AGENT): 45152 ms
Total Talk Time (CUSTOMER): 36338 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/305bc8bf-eaaf-4347-ba65-6e4b0047c2c4_20250224T19:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII], I was calling to get eligibility on a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII] and a callback number please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 00691331.
[CUSTOMER][POSITIVE] So perfect.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. And this is for dental eligibility?
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, I can help you with that. Eligibility for Mr. [PII]. I'm showing his policy is active. Effective date is [PII].
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] And he still has 1000 max.
[AGENT][NEUTRAL] Per calendar year, yes ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] It's been a pleasure to assist you, [PII] with that eligibility. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.