AccountId: 011433970860
ContactId: 480863f1-6a2c-4c2e-81ca-90ada0c16ee5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80379 ms
Total Talk Time (AGENT): 38555 ms
Total Talk Time (CUSTOMER): 31259 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/480863f1-6a2c-4c2e-81ca-90ada0c16ee5_20250617T13:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from some Family dentistry in [PII]. I was just calling to verify eligibility of the application.
[AGENT][NEUTRAL] All right. Happy to check on eligibility, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I have 259-466-8.
[AGENT][NEUTRAL] Thank you. And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[AGENT][NEUTRAL] And we can send you guys a fax back with a breakdown if you need that also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, if you don't mind.
[AGENT][NEUTRAL] No, not at all. Do you have a good fax number?
[CUSTOMER][NEUTRAL] Thursday.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so give me about 5 minutes to get that over to you. Is there anything else I can check on?
[CUSTOMER][POSITIVE] No ma'am I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.