AccountId: 011433970860
ContactId: 8f8ee6c5-b716-4d6e-b230-a9bc10dd2452
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69459 ms
Total Talk Time (AGENT): 35840 ms
Total Talk Time (CUSTOMER): 22871 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/8f8ee6c5-b716-4d6e-b230-a9bc10dd2452_20250224T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Hi [PII] calling to check eligibility for a patient please.
[AGENT][POSITIVE] All right. Happy to check eligibility. What's their policy number?
[CUSTOMER][NEUTRAL] It is 02509782.
[AGENT][POSITIVE] Alright thank you so much let me pull this up here.
[AGENT][NEUTRAL] And if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII] and then patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] All right, thanks so much. And are we looking for dental or medical coverage, [PII]?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK. Patient plan is active. The effective date is [PII], and if you need us to, we can also send a fax back with a breakdown.
[CUSTOMER][POSITIVE] No, I have that information. I just need to know if they were eligible. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.