AccountId: 011433970860
ContactId: 3151e8ca-14d1-40ed-9ccb-984e9821c422
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76080 ms
Total Talk Time (AGENT): 29820 ms
Total Talk Time (CUSTOMER): 35053 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/3151e8ca-14d1-40ed-9ccb-984e9821c422_20250115T19:52_UTC.wav
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[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I'm a dental provider and I need to check eligibility for a patient please.
[AGENT][NEUTRAL] OK, I can help you. Can you spell your first name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, and you're checking for eligibility. We can help you with that information. And what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy number is 01638192.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is going to be, uh, [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you for that information.
[AGENT][NEUTRAL] Showing an effective date of [PII].
[AGENT][NEUTRAL] And this policy is active at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No that is it thank you so much.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh bye-bye.