AccountId: 011433970860
ContactId: 4f5ce0f6-87be-4bbc-a1e8-d0aec5fd1647
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58299 ms
Total Talk Time (AGENT): 26325 ms
Total Talk Time (CUSTOMER): 27969 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4f5ce0f6-87be-4bbc-a1e8-d0aec5fd1647_20250210T20:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just need to see if the patient is still active with dental.
[AGENT][NEUTRAL] I can help with eligibility. What's that policy number, please?
[CUSTOMER][NEUTRAL] 612041
[AGENT][POSITIVE] Thank you. And I'm sorry, I didn't catch your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. I do have to ask for your callback number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. The policy went into effect on [PII]. It is active. Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Uh yeah, can you check to see if the spouse is uh covered too? His name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yes, they're both still active.
[CUSTOMER][POSITIVE] All right, that's all I needed thank you.
[AGENT][POSITIVE] OK, thanks for contacting APL. Have a good day.