AccountId: 011433970860
ContactId: 865d586e-dce1-4cb4-9d1f-91fc81bc7d02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143979 ms
Total Talk Time (AGENT): 59521 ms
Total Talk Time (CUSTOMER): 46693 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/865d586e-dce1-4cb4-9d1f-91fc81bc7d02_20250404T18:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from Market Dental provider's office. I need to verify the patient's eligibility and benefit details. Could you assist me regarding this?
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and benefits, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII] rendering extension is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 617-317.
[AGENT][NEUTRAL] Can you repeat that one more time, a little bit slower.
[CUSTOMER][NEUTRAL] 67617-317.
[AGENT][POSITIVE] 1 2nd. OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, I can see here the patient's first name is uh [PII] is the first name and the last name is [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. OK, we have an effective date of [PII] and this policy terminated [PII].
[CUSTOMER][NEUTRAL] Effective date is [PII] and the termination date is?
[AGENT][NEUTRAL] [PII]. Correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just with your name and call reference number please.
[AGENT][NEUTRAL] My name is [PII], and we don't have reference numbers. You can use my name in today's date if you will. Is there anything else I'm gonna help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] I think thank you for providing valuable information. Have a nice day to you.
[AGENT][POSITIVE] Mm, yes, thank you for calling APO. Bye bye, Mr. [PII].
[CUSTOMER][POSITIVE] Happy weekend.
[AGENT][POSITIVE] Yes, I'm happy.