AccountId: 011433970860
ContactId: 369b19d7-11ac-46a4-b818-1afc24c66016
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95900 ms
Total Talk Time (AGENT): 45623 ms
Total Talk Time (CUSTOMER): 32619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/369b19d7-11ac-46a4-b818-1afc24c66016_20250219T17:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII] I was calling to check eligibility on the patient's um, benefits.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, and what's that policy number, please?
[CUSTOMER][NEUTRAL] 02488562.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Now I was uh
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and this is for dental?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] OK, has she used any of her max benefits?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, so far, no, I don't sure if she's used any benefits for this year nor met her deductible.
[CUSTOMER][NEUTRAL] OK perfect can I get your name and a reference number for this call?
[AGENT][NEUTRAL] Sure, it's [PII] last Q, and we don't give reference numbers, but if you like, you may use my name it's [PII].
[CUSTOMER][POSITIVE] OK, thank you so much you have a good day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII] and thank you for calling [PII]. Bye.
[CUSTOMER][NEUTRAL] Bye bye.