AccountId: 011433970860
ContactId: 8851985c-5dbb-48b8-b0a1-265d73161f39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134259 ms
Total Talk Time (AGENT): 39416 ms
Total Talk Time (CUSTOMER): 37202 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/8851985c-5dbb-48b8-b0a1-265d73161f39_20250115T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Dragon Dentistry calling to verify eligibility for patients dental policy.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with eligibility. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] He doesn't have that yet. Can you search by social?
[AGENT][POSITIVE] Yes ma'am, I can.
[CUSTOMER][NEUTRAL] It's 438.
[CUSTOMER][NEUTRAL] 657392
[AGENT][NEUTRAL] OK, let me look real quick by that social if if I can find him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not showing that [PII] has a policy with us yet.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Do you see a future one?
[AGENT][NEUTRAL] No, ma'am. I'm not able to see that information, um.
[CUSTOMER][NEUTRAL] Or can that
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But no, ma'am. OK.
[CUSTOMER][NEUTRAL] OK, well I'll.
[CUSTOMER][POSITIVE] I'll get with him thank you so much.
[AGENT][POSITIVE] You're very welcome you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.