AccountId: 011433970860
ContactId: 691ff78a-1d48-4606-8e14-cfddf90e4bdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96680 ms
Total Talk Time (AGENT): 43841 ms
Total Talk Time (CUSTOMER): 31428 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/691ff78a-1d48-4606-8e14-cfddf90e4bdc_20250520T14:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Shreveport Bossier Family Dental Care. I was calling to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility benefits for you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 787-460.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Uh, show his effective date is [PII] and is active on the policy. And if you like, I can send you a copy of the fax back.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Absolutely, if you don't mind, please.
[AGENT][NEUTRAL] OK, see.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No ma'am, that's it thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a great day bye bye.
[AGENT][NEUTRAL] Bye.