AccountId: 011433970860
ContactId: 3349df84-b75b-416b-8405-b2b023006d1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112660 ms
Total Talk Time (AGENT): 57718 ms
Total Talk Time (CUSTOMER): 46358 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/3349df84-b75b-416b-8405-b2b023006d1d_20250417T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, yes, I'm just trying to verify insurance is still, uh, see if it's active on a patient.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. Can I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] MM [PII]
[CUSTOMER][NEUTRAL] OK, it's [PII]. Our callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Equitman Family Dental.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, it's [PII] Date of birth [PII], policy number 01931163.
[AGENT][NEUTRAL] OK, can you repeat the policy number for me one more time please?
[CUSTOMER][NEUTRAL] 01931163.
[AGENT][NEUTRAL] 63 OK I missed the last two digits, but I got it now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I do show that uh [PII] does have an active policy with us and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it's active and current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're very welcome [PII] is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK, well, you have a wonderful Easter and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you alright bye bye.