AccountId: 011433970860
ContactId: 7740e2ed-e771-4ebc-8ed7-42b20aae2b3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79699 ms
Total Talk Time (AGENT): 45509 ms
Total Talk Time (CUSTOMER): 29774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/7740e2ed-e771-4ebc-8ed7-42b20aae2b3f_20250514T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from Potmile Dental. Um, I just need eligibility for a patient, please.
[AGENT][NEUTRAL] OK, yeah, I could check eligibility for you. [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh huh [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 02594532.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Um, we're looking at [PII], the 3rd. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and if you'd like, I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um, I already have the, the breakdown, thank you, but all I need is a reference number please, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. And so my name is spelled [PII] And was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it you have a great day.
[AGENT][POSITIVE] Alright, yeah, thanks for my appeal. You too, bye bye.