AccountId: 011433970860
ContactId: 771f59d3-e613-4ce0-8847-371979148934
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73449 ms
Total Talk Time (AGENT): 23739 ms
Total Talk Time (CUSTOMER): 25139 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/771f59d3-e613-4ce0-8847-371979148934_20250429T13:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, Miss [PII], I was, uh, this is [PII] at More Dental. I was calling with, uh, to see if I could get some, um, eligibility on a patient please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] 023-396-61.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, it looks like the policy terminated [PII]. Let me see if there's an updated policy.
[AGENT][NEUTRAL] Yeah, it doesn't look like anything after that. So term date was [PII].
[CUSTOMER][POSITIVE] OK, alright, I appreciate your help thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thanks bye.