AccountId: 011433970860
ContactId: 81691053-70c7-4435-9f24-cde49a3cd373
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83209 ms
Total Talk Time (AGENT): 39019 ms
Total Talk Time (CUSTOMER): 31904 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/81691053-70c7-4435-9f24-cde49a3cd373_20250115T17:41_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] Hey [PII], my name is [PII] and I was calling um to get some eligibility and benefits for a patient.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with that eligibility and benefits. What's a good callback number?
[CUSTOMER][NEUTRAL] Yeah, that number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you, [PII] and the patient's policy number?
[CUSTOMER][NEUTRAL] 01957419.
[AGENT][NEUTRAL] Thank you. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, um, [PII], the date of birth is [PII].
[AGENT][NEUTRAL] OK, are you calling for dental?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and it would be a pleasure to assist you. Now his policy actually termed with APL on 6124.
[AGENT][NEGATIVE] No active coverage after that.
[CUSTOMER][NEUTRAL] 6124.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no worries, I'll let him know thank you.
[AGENT][POSITIVE] It's been my pleasure to assist you with eligibility, [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] And thank you for calling APL. Have a great afternoon.
[CUSTOMER][POSITIVE] Uh thank you you too um bye.
[AGENT][NEUTRAL] Bye bye.