AccountId: 011433970860
ContactId: 445e955f-ccec-4f09-b775-d6f791b78128
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118599 ms
Total Talk Time (AGENT): 43906 ms
Total Talk Time (CUSTOMER): 32379 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/2025/01/27/445e955f-ccec-4f09-b775-d6f791b78128_20250127T15:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was trying to verify that a patient had dental coverage.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Ms.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Let's see, um, I have 02259667.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII] birthday is [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so it looks like um there is an effective date of [PII]. It is active at the moment and this is a dental policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, has anything been used for the year?
[AGENT][NEUTRAL] I can check.
[AGENT][NEUTRAL] OK. As of today, he has not used his benefits for [PII], so he still have the full amount available.
[CUSTOMER][POSITIVE] OK, well that's all I needed to know thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.