AccountId: 011433970860
ContactId: 3b5e8e6a-251a-4d8d-8eff-b0cb2968fefa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87099 ms
Total Talk Time (AGENT): 35672 ms
Total Talk Time (CUSTOMER): 39840 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/3b5e8e6a-251a-4d8d-8eff-b0cb2968fefa_20250204T15:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I have a patient coming in that has insurance with you guys or it's listed he does, and I just needed to verify it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can do that for you. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the
[CUSTOMER][NEUTRAL] And my call back um [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, it is 01675262.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] and [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, for
[AGENT][NEUTRAL] Verifying the account and would this be for medical or dental?
[CUSTOMER][NEUTRAL] For dental.
[AGENT][NEUTRAL] OK. I do not show that they have a dental policy with us at all.
[CUSTOMER][POSITIVE] Awesome, that's all I needed to know.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, that is it thank you so much for your help.
[AGENT][POSITIVE] OK. You're welcome. Have a wonderful day, [PII]. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too bye.