AccountId: 011433970860
ContactId: 59e1f280-09f8-4ca2-9bb6-7956d029ebef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61369 ms
Total Talk Time (AGENT): 16860 ms
Total Talk Time (CUSTOMER): 23010 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/59e1f280-09f8-4ca2-9bb6-7956d029ebef_20250616T16:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to see if the patient was active for dental.
[AGENT][NEUTRAL] OK. I can help you with eligibility. Do you, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, it's 021-23834.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, it looks like I've only got [PII] covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I'll call the patient. That's all I needed.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.