AccountId: 011433970860
ContactId: 57c8e8bd-9826-4e9a-9344-b27d227be066
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77800 ms
Total Talk Time (AGENT): 24447 ms
Total Talk Time (CUSTOMER): 40007 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/57c8e8bd-9826-4e9a-9344-b27d227be066_20250107T14:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, I am calling just to see if a patient of ours is still eligible for the insurance.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02554050.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] up here.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And then it's [PII].
[AGENT][NEUTRAL] Thank you for that information and this this is for dental correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do show that the dental ended on [PII].
[CUSTOMER][NEUTRAL] Alright, 1027 24 and that OK ended.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right perfect that is all that I was needing.
[AGENT][POSITIVE] OK, well thank you for calling ATL you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.