AccountId: 011433970860
ContactId: 4b6a31a0-ba40-4a6a-a615-bffa140b426c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108379 ms
Total Talk Time (AGENT): 46931 ms
Total Talk Time (CUSTOMER): 27249 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4b6a31a0-ba40-4a6a-a615-bffa140b426c_20250306T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I need to verify eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility for a patient. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII] [PII] Howard Family Dental.
[AGENT][NEUTRAL] OK. And what is the patient's name, date of birth, and policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] The patient is [PII] [PII].
[CUSTOMER][NEUTRAL] And the ID I have is 02296303.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I confirm the group number?
[AGENT][NEUTRAL] Yes ma'am. The group number is.
[AGENT][NEUTRAL] 14536.
[CUSTOMER][POSITIVE] Great thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright well you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma