AccountId: 011433970860
ContactId: 4669ba2e-be4d-4e6d-bf89-00066bb7edcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119519 ms
Total Talk Time (AGENT): 49456 ms
Total Talk Time (CUSTOMER): 55235 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/4669ba2e-be4d-4e6d-bf89-00066bb7edcc_20250108T15:39_UTC.wav
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[CUSTOMER][NEUTRAL] No, how that happened yesterday.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi hi [PII], this is [PII]. I'm calling from a dental provider's office needing to verify a dependent on a policy.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of the dependent, Ms. [PII]. What is your callback number, please, just in case our call is dropped.
[CUSTOMER][NEUTRAL] Yes, it's [PII]?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. And then what is the dependent's name?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 02538944.
[AGENT][NEUTRAL] OK, let me pull in that policy for us so we can check.
[AGENT][NEUTRAL] To see if [PII] is on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I do show that [PII] is active on the policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK. And is there a reference number? [PII] and it was [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And you can use my name and to date.
[CUSTOMER][NEUTRAL] OK,
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah, he is
[CUSTOMER][POSITIVE] All right thank you so much [PII] I appreciate that.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome you too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.