AccountId: 011433970860
ContactId: 8b21ecc9-2c14-4001-80e9-5c4302122538
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106510 ms
Total Talk Time (AGENT): 49830 ms
Total Talk Time (CUSTOMER): 45300 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/8b21ecc9-2c14-4001-80e9-5c4302122538_20250220T17:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], this is [PII] here calling from Marke Dental provider's office. I need to verify the patient's eligibility and benefit details. Could you assist me regarding this?
[AGENT][NEUTRAL] The
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you. What is the callback number, please?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII] and the ending extension is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Oh, I can see the policy number is 6142.
[CUSTOMER][NEUTRAL] 8 614228.
[CUSTOMER][NEUTRAL] The patient's first name is [PII] is the first name and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] I think
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with that eligibility for [PII], I'm showing this policy's effective date was [PII].
[AGENT][NEUTRAL] And the policy termed.
[CUSTOMER][NEUTRAL] OK, could you assist me the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Could you assist me with your right now there is no active policy for this patient's plan, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Uh, could you assist with your name and call reference number?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] And the reference number is my name in today's date.
[CUSTOMER][POSITIVE] Thank you [PII]. Thank you for providing valuable information. Have a nice day.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility. [PII], thank you for calling APL and I hope you have a wonderful day as well.