AccountId: 011433970860
ContactId: 8a629ff6-938d-4206-9250-39372ee1973c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113169 ms
Total Talk Time (AGENT): 44274 ms
Total Talk Time (CUSTOMER): 46014 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/8a629ff6-938d-4206-9250-39372ee1973c_20250306T19:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I was just, I'm calling from Blue Wolf Dental. I am wondering if one of my patients has eligibility with their insurance with you guys.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] OK. The policy number is
[CUSTOMER][NEUTRAL] Is that the plan number?
[AGENT][NEUTRAL] It's just a policy sir number may start at 01 or 02.
[CUSTOMER][NEUTRAL] OK, I have it it's 0259.
[CUSTOMER][NEUTRAL] 5096.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do. The contact number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], born on [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII] and he is active on the policy.
[CUSTOMER][NEUTRAL] Alright, let me go here.
[CUSTOMER][NEUTRAL] [PII] what?
[AGENT][NEUTRAL] Uh [PII] of this year.
[CUSTOMER][POSITIVE] OK, perfect, awesome well thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, I was just verifying if you had eligibility because he has a future appointment with us.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.