AccountId: 011433970860
ContactId: 3cc66d44-1b85-4da5-9d5d-e8fd602718e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96970 ms
Total Talk Time (AGENT): 46611 ms
Total Talk Time (CUSTOMER): 26527 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/3cc66d44-1b85-4da5-9d5d-e8fd602718e9_20250602T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling in regards to patient eligibility.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I please get your name and your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It's uh [PII] [PII].
[CUSTOMER][POSITIVE] And then it will be fresh dental care.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII] 02569916.
[AGENT][NEUTRAL] OK, thank you, let me pull up that number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show that this policy for [PII] is no longer active. The termination date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and can I just get your name and a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am, my name is [PII] You can use my name and today's date for your reference number.
[CUSTOMER][POSITIVE] Thank you so much you have a nice day.
[AGENT][POSITIVE] You have a wonderful day too, [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.