AccountId: 011433970860
ContactId: 3e0e03d3-eda9-4062-b48d-461c765395ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90129 ms
Total Talk Time (AGENT): 29384 ms
Total Talk Time (CUSTOMER): 34542 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/3e0e03d3-eda9-4062-b48d-461c765395ff_20250106T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Surfside Kids Pediatric Dentistry, and I was calling to check eligibility.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me make sure I get the right 1. 022.
[CUSTOMER][NEUTRAL] 963-03
[AGENT][NEUTRAL] And a callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the policy holder or the patient?
[AGENT][NEUTRAL] The patient.
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thanks for that information too and you're just wanting to verify her eligibility dates?
[CUSTOMER][POSITIVE] Yeah, if she's eligible, correct, yes ma'am.
[AGENT][NEUTRAL] OK, showing the policy effective date is [PII]. I show the policy is active at this time, and any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I think that we've got everything we just need to make sure she was still active.
[AGENT][POSITIVE] OK, alrighty, well, if no other questions, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.