AccountId: 011433970860
ContactId: 83683550-53ac-4e71-8432-a450bffc1c15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75699 ms
Total Talk Time (AGENT): 33010 ms
Total Talk Time (CUSTOMER): 25480 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/83683550-53ac-4e71-8432-a450bffc1c15_20250421T14:23_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I just need to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] Sure, I can take eligibility and benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, I have it I have it as 02546497.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII]'s birth date, [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that. 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][NEUTRAL] Um, if you could, uh, is it cover, is this medical coverage or dental?
[AGENT][NEUTRAL] Oh, this is dental.
[CUSTOMER][POSITIVE] OK, alright, that's what I needed to know, thank you.
[AGENT][NEUTRAL] OK, uh, you didn't need the