AccountId: 011433970860
ContactId: 5b029294-f11b-4f63-966e-399aa68b4baf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157940 ms
Total Talk Time (AGENT): 46470 ms
Total Talk Time (CUSTOMER): 44398 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/5b029294-f11b-4f63-966e-399aa68b4baf_20250318T13:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] with South Georgia Dentistry, and I was calling about some eligibility, please.
[AGENT][POSITIVE] Oh OK, I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Absolutely [PII] no extension.
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, 01740346.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Would be [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy and you did say eligibility today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show the policy being effective since [PII] and still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Is there any way I could get a fax back?
[AGENT][POSITIVE] Yes ma'am, I sure can hold one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, am I gonna be sending that to your attention?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and [PII], what is that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, it's on its way. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I don't think so [PII], thanks so very much.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.