AccountId: 011433970860
ContactId: 393ed740-62bc-4350-8576-5e760f27b982
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109150 ms
Total Talk Time (AGENT): 47126 ms
Total Talk Time (CUSTOMER): 42857 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/393ed740-62bc-4350-8576-5e760f27b982_20250507T15:23_UTC.wav
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[CUSTOMER][NEUTRAL] I need to do
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm calling from Valley Smiles Dental Care. Um, I was just calling um to see if a patient was eligible.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Um, may I please get your callback number just in case the call's dropped, I'll be able to call right back.
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] Yes, of course it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, the name is [PII]. Her date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number says 02485689.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[AGENT][NEUTRAL] Alright, I do show that this policy for Ms. [PII] is no longer active. The policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] And she does not have any other policies on file at this time.
[CUSTOMER][POSITIVE] OK alright thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is that everything I can help you with?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright well you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you for your help bye bye.