AccountId: 011433970860
ContactId: 71962832-7720-4acf-98ff-d46afe970281
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100699 ms
Total Talk Time (AGENT): 44339 ms
Total Talk Time (CUSTOMER): 34078 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/71962832-7720-4acf-98ff-d46afe970281_20250407T15:36_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] My name is [PII]. I'm a dental provider trying to get a fax back of eligibility for a patient.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, [PII]. How do you spell your name, please, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] It'll be um let me find a number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It is 01907706.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Name is [PII]
[CUSTOMER][NEUTRAL] And date of birth would be [PII].
[AGENT][NEUTRAL] All right, thank you, and it would be my pleasure to assist you with eligibility and benefits for [PII]. Now, actually, [PII], this policy turned on 10-124. She does not have active coverage with APL as of 10-124.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] It's my pleasure to assist you with that eligibility. [PII], thank you for calling APL. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Thank you for calling APL. Have a wonderful day.
[CUSTOMER][NEUTRAL] It's a