AccountId: 011433970860
ContactId: 367e7273-d358-4e8d-a4b1-84c6806ca4ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71050 ms
Total Talk Time (AGENT): 22207 ms
Total Talk Time (CUSTOMER): 29911 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/367e7273-d358-4e8d-a4b1-84c6806ca4ae_20250617T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from a dental provider's office and I have a question about a patient's dental policy, please.
[AGENT][NEUTRAL] Hey [PII], I can help you with a question on the policy. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that policy number for the patient?
[CUSTOMER][NEUTRAL] It is 02218765.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK and how can I help you?
[CUSTOMER][NEUTRAL] Can you tell me if she has used anything towards her maximum or deductible this year?
[AGENT][NEUTRAL] I don't show anything new this year.
[CUSTOMER][NEUTRAL] And is she eligible for an exam cleaning and fluoride?
[CUSTOMER][NEUTRAL] I can give you codes if I need to.
[AGENT][NEUTRAL] Um, it looks like her last history is from, uh, [PII], so she should be eligible for those.
[CUSTOMER][POSITIVE] Perfect, that's what I needed thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.