AccountId: 011433970860
ContactId: 7a16a6c6-c0e1-4315-9d77-953206a0585f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100099 ms
Total Talk Time (AGENT): 36769 ms
Total Talk Time (CUSTOMER): 31548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/7a16a6c6-c0e1-4315-9d77-953206a0585f_20250226T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Sorry, uh, is this American Public Life?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, I just wanted to see if this patient was still active.
[AGENT][NEUTRAL] OK, I can check the eligibility of a patient for you. Can I please get your name and your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII] and Calm Dental.
[AGENT][NEUTRAL] OK and then what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] and [PII] and then 02343565.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, I do see that [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][POSITIVE] Got it. OK, perfect. That was all. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.