AccountId: 011433970860
ContactId: 3b3e50e0-ad9e-432e-88a0-8b89bd9dbf85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97129 ms
Total Talk Time (AGENT): 34248 ms
Total Talk Time (CUSTOMER): 34419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/3b3e50e0-ad9e-432e-88a0-8b89bd9dbf85_20250127T21:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just calling from a, uh, dental provider's office to verify eligibility for a patient.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] Uh, first name is [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is 02464503.
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, first name is [PII]. Uh, last name [PII] is [PII].
[AGENT][NEUTRAL] And we're checking the eligibility information for this patient?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, I have that information for you. I'm showing an effective date of [PII]. Uh, this policy is no longer active as of [PII].
[AGENT][NEUTRAL] [PII], so there's no active coverage for this patient.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] I guess so, um, let me check. No, that would be all. Thank you so much for that information.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Uh, bye-bye.