AccountId: 011433970860
ContactId: 42d4843a-bf2c-4490-8d13-50480f918aac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113230 ms
Total Talk Time (AGENT): 33111 ms
Total Talk Time (CUSTOMER): 34627 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/42d4843a-bf2c-4490-8d13-50480f918aac_20250422T15:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] at Doctor [PII]'s office. I need to see if my patient is active.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 2,259,620
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's gonna be for [PII] [PII].
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] Uh, yes, I've got this policy effective [PII]. It is currently active.
[CUSTOMER][NEUTRAL] OK, does she have any history on file?
[AGENT][NEUTRAL] Um, for the calendar max or.
[CUSTOMER][NEUTRAL] For pan by wing.
[CUSTOMER][NEUTRAL] Uh, pan bye wing prophy or exam.
[AGENT][NEUTRAL] Uh, bite wings were done 26-2024.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Exam 81 2024.
[AGENT][NEUTRAL] Uh, prophy 81 2024.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] 0082 2023.
[CUSTOMER][POSITIVE] Perfect. All right, well that was all that I needed.
[AGENT][POSITIVE] OK, well thank you for calling APL you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Uh