AccountId: 011433970860
ContactId: 5b510103-2820-4c32-a07d-4759c53f9545
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87919 ms
Total Talk Time (AGENT): 41197 ms
Total Talk Time (CUSTOMER): 27893 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/5b510103-2820-4c32-a07d-4759c53f9545_20250218T18:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify eligibility on one of our agents.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, spell your name for me, please. I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] I have 01951957.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] or [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And you're calling to verify eligibility for dental for the patient?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. Uh, show this policy uh term on [PII], and I don't show any active coverage.
[CUSTOMER][POSITIVE] Got you. All right, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.