AccountId: 011433970860
ContactId: 55e41585-6d73-467e-909a-14018a57a351
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92980 ms
Total Talk Time (AGENT): 43680 ms
Total Talk Time (CUSTOMER): 31609 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/55e41585-6d73-467e-909a-14018a57a351_20250617T12:41_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to check on the eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK. Happy to check on eligibility and benefits. What is the patient policy number?
[CUSTOMER][NEUTRAL] 02598154
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get your name and a callback number, please?
[CUSTOMER][NEUTRAL] It's [PII] callback number is [PII].
[AGENT][NEUTRAL] Thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And are you looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] Dental
[AGENT][NEUTRAL] Dental. OK. Uh, the patient did have a dental plan with us. It's showing inactive since [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, alright, so she doesn't have any active dental coverage.
[AGENT][NEUTRAL] Not that I see with us at this time, no.
[CUSTOMER][NEUTRAL] OK, can I just get a reference number from you?
[AGENT][NEUTRAL] Yeah, absolutely. That's my name with today's date. My name is [PII], that's [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye bye