AccountId: 011433970860
ContactId: 4080e49f-7972-4be2-93d6-a82ee0ccac57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90400 ms
Total Talk Time (AGENT): 21446 ms
Total Talk Time (CUSTOMER): 36310 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/4080e49f-7972-4be2-93d6-a82ee0ccac57_20250429T21:41_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling from a dental provider's office, and I need to see if I can possibly get a um a fax back on a patient's coverage.
[AGENT][NEUTRAL] OK. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my name's [PII]. It's [PII]
[CUSTOMER][NEUTRAL] My call back is [PII].
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Um, 02477629.
[AGENT][NEUTRAL] OK. Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Um, it looks like this policy termed 8-11-24. Let me see if there's a more recent one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, don't show a more active policy, so term date was 8-11-2024.
[CUSTOMER][POSITIVE] OK, thank you very much I appreciate your help.
[AGENT][POSITIVE] Hey, thank you for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too bye bye.