AccountId: 011433970860
ContactId: 8af41c62-feff-4e67-a99f-81f317ea756e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110069 ms
Total Talk Time (AGENT): 53158 ms
Total Talk Time (CUSTOMER): 47766 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/8af41c62-feff-4e67-a99f-81f317ea756e_20250303T17:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APO5TT. May I help you?
[CUSTOMER][NEUTRAL] Um, I was calling to check and see if my patient was eligible.
[AGENT][NEUTRAL] OK, I'll verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright, I'll give him a call you.
[AGENT][NEUTRAL] OK, and Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 00662549
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] and uh verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing, and this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I've shown her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, can you, uh, send me a fast fax or y'all don't do that?
[AGENT][NEUTRAL] No, I can send you a fax back. What's your fax number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] It is um [PII]. What's the fax?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can send this off to you in a few moments. Give me half a moment.
[CUSTOMER][NEUTRAL] It's your name.
[AGENT][NEUTRAL] He's see. OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK, I will send this off to you in a few moments, Ms. [PII], and thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.