AccountId: 011433970860
ContactId: 645b233b-76b3-417c-aeb1-d9e5aacf2742
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76860 ms
Total Talk Time (AGENT): 38709 ms
Total Talk Time (CUSTOMER): 33739 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/645b233b-76b3-417c-aeb1-d9e5aacf2742_20250224T17:15_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 [PII], I'm calling from a dentist office and I'm just verifying eligibility for a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII], thank you. And a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] No extension.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK, it is um 914841. That's his membership ID number I think.
[AGENT][NEUTRAL] All right, thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] All right, thank you, and I can help you with eligibility for [PII]. I'm showing his policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and there have been no changes in the benefits or anything?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK, I thank you so much.
[AGENT][POSITIVE] Well, it's been a pleasure to help you with that eligibility, [PII]. If there's nothing else I can help you, thank you for calling APL, and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] And you as well thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.