AccountId: 011433970860
ContactId: 3d342e52-7a02-44ba-bb9f-6666bfc50bc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84309 ms
Total Talk Time (AGENT): 20511 ms
Total Talk Time (CUSTOMER): 33418 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/3d342e52-7a02-44ba-bb9f-6666bfc50bc4_20250428T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Doctor [PII]'s office, and I am calling to try and check on the eligibility of a patient of ours.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do. It is area code [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. It is 02211992.
[AGENT][NEUTRAL] OK, and what is that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, and that was for dental, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Looks like this policy terminated [PII].
[CUSTOMER][NEUTRAL] 925 is 22.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that's what I need to know. Thank you so much.
[AGENT][POSITIVE] Hey thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] You too thanks bye.