AccountId: 011433970860
ContactId: 57f1d1cd-ff0d-4f3e-bd4d-1136992b175a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104400 ms
Total Talk Time (AGENT): 43910 ms
Total Talk Time (CUSTOMER): 42260 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/57f1d1cd-ff0d-4f3e-bd4d-1136992b175a_20250117T16:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I am just trying to verify my patient's eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][POSITIVE] Thank you, [PII] and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 615-844.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her first name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Um, I have to pull it up because I do not, it's not even written on her chart, um, [PII].
[AGENT][POSITIVE] All right, thank you. It would be my pleasure to assist you with eligibility for Ms. [PII], and this is for dental eligibility, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, thank you. Yes, ma'am, her policy is active with the effective date of [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, as long as it's still.
[CUSTOMER][POSITIVE] The fee schedule for Carrington I'm good.
[AGENT][NEUTRAL] It is option A.
[CUSTOMER][POSITIVE] Perfect then I have everything I need thank you so much.
[AGENT][POSITIVE] And thank you [PII] for calling APL. It's a pleasure to assist you with that eligibility, by the way, have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.