AccountId: 011433970860
ContactId: 4f485359-bd62-41d9-9a81-7b5c8989b83b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99660 ms
Total Talk Time (AGENT): 39283 ms
Total Talk Time (CUSTOMER): 33899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/4f485359-bd62-41d9-9a81-7b5c8989b83b_20250501T17:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was calling to verify eligibility of a patient.
[AGENT][NEUTRAL] OK, I have to verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] That's their subscriber ID.
[AGENT][NEUTRAL] Or a policy er, um.
[AGENT][NEUTRAL] Certificate number probably start 01 or 02.
[CUSTOMER][NEUTRAL] OK, I have 02.
[CUSTOMER][NEUTRAL] 47
[CUSTOMER][NEUTRAL] 7576.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. Thank you. And verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, and this is for dental, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Her effective date is [PII].
[AGENT][NEUTRAL] And she is active on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she has a $500 maximum.
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][POSITIVE] All right, that's what I needed to know, thank you.
[AGENT][POSITIVE] Uh, yes ma'am, thank you for calling APM, Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye.