AccountId: 011433970860
ContactId: 3f67af70-dee6-4b1c-b7df-dd6e5bfa6e3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79040 ms
Total Talk Time (AGENT): 28111 ms
Total Talk Time (CUSTOMER): 36249 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/2025/06/04/3f67af70-dee6-4b1c-b7df-dd6e5bfa6e3a_20250604T18:10_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], I'm calling from the um Family Health Center Nesville Dental. I'm trying to um find eligibility for one of our patients.
[AGENT][NEUTRAL] OK. Happy to check eligibility. What is their policy number?
[CUSTOMER][NEUTRAL] It is 01445696.
[AGENT][NEUTRAL] And if I could get their name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. So, [PII] is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is Jada Stone, Jada Stone on that policy also?
[AGENT][NEUTRAL] And then if you
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Mhm. The effective date for [PII] is gonna be [PII].
[CUSTOMER][POSITIVE] OK, perfect, that is all I needed thank you so much.
[AGENT][POSITIVE] All right. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You have a good day thanks.
[AGENT][NEUTRAL] Bye-bye.