AccountId: 011433970860
ContactId: 8d02c1c0-5795-4986-8308-7e91a35f8ec8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84550 ms
Total Talk Time (AGENT): 25328 ms
Total Talk Time (CUSTOMER): 43769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/8d02c1c0-5795-4986-8308-7e91a35f8ec8_20250409T19:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Um, yes, I'm trying to get a effect of benefits and eligibility of a patient.
[AGENT][NEUTRAL] OK, may I have your name and then a callback number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII] from Gadden Family Dentistry. Um, the number is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, her number is 01822697. The patient name is [PII].
[CUSTOMER][NEUTRAL] Um, her date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm pulling this member's information up for you.
[AGENT][NEUTRAL] And for this member, it is showing that they're no longer active with us. The term date is 11 [PII] 24.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Uh, yes, thank you, you have a good one. I'm sorry.
[AGENT][NEUTRAL] It was
[AGENT][POSITIVE] You're welcome. Thank you for calling Ame American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.