AccountId: 011433970860
ContactId: 88c46108-b629-4974-b3de-9cd26fe8fcb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141740 ms
Total Talk Time (AGENT): 50420 ms
Total Talk Time (CUSTOMER): 55375 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/88c46108-b629-4974-b3de-9cd26fe8fcb8_20250124T20:52_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is how may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Creston Dental of Orange. I wanted to verify a patient.
[AGENT][NEUTRAL] OK, I can help you, uh, verify a patient's eligibility and what was the facility that you called from?
[CUSTOMER][NEUTRAL] Creston Dental.
[CUSTOMER][NEUTRAL] C R E S T O N.
[AGENT][POSITIVE] OK, thank you so much and then what is your callback number just in case.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] just back.
[AGENT][NEGATIVE] Disconnected.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you. The patient's name?
[CUSTOMER][NEUTRAL] The patient is the [PII].
[CUSTOMER][NEUTRAL] Let's try to run it again because it looks like we rate it on.
[AGENT][NEUTRAL] OK, and what is the patient's uh date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the patient's policy number please.
[CUSTOMER][NEUTRAL] It is 02588222.
[CUSTOMER][NEUTRAL] But that's OK.
[AGENT][NEUTRAL] OK, let me look up the policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that Decamre does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] Uh, it was one, what was the date of [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, thank you and is it a reference number for the call?
[AGENT][NEUTRAL] Yes, you can use my name it's [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][POSITIVE] You have a great.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Yeah