AccountId: 011433970860
ContactId: 63767f8a-35e3-4b04-a1e6-ca255877b9b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137330 ms
Total Talk Time (AGENT): 53264 ms
Total Talk Time (CUSTOMER): 56514 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/63767f8a-35e3-4b04-a1e6-ca255877b9b5_20250527T14:14_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just calling for an eligibility on a patient.
[CUSTOMER][NEUTRAL] I do
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name, number, and the provider's name that you're calling from?
[CUSTOMER][NEUTRAL] Yep, so my name is gonna be [PII]. I'm calling from Hillside Dental and our phone number is [PII].
[AGENT][NEUTRAL] OK, thank you very much, Ms. [PII]. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, my name is gonna be [PII], and that's spelled [PII] Date of birth [PII], and then you need their.
[CUSTOMER][NEUTRAL] Um, subscriber ID.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 1006793.
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Um, you guys, we have 4 openings.
[AGENT][NEUTRAL] Let me be just a moment while the computer pulls in her policy for us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah absolutely.
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] I think this is my last
[AGENT][NEUTRAL] All right. Come on, [PII]. OK, I do see that she does have, she would take a little time.
[AGENT][NEUTRAL] Um, she does have an active policy. Her effective date is [PII], and she's current.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect, that is all that I needed thank you so much.
[AGENT][POSITIVE] You're so very welcome. I hope you have a good rest of your week and thank you for calling APL Ms. [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yes, you as well thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Yep bye.