AccountId: 011433970860
ContactId: 470ab578-1a5b-4881-b890-ad308d2388ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73430 ms
Total Talk Time (AGENT): 33248 ms
Total Talk Time (CUSTOMER): 25231 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/470ab578-1a5b-4881-b890-ad308d2388ac_20250605T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02356732
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and this is for dental correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] OK, alright ma'am, thank you so much I appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL Ms [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][NEUTRAL] Bye.