AccountId: 011433970860
ContactId: 91980c7b-9b5c-42a3-a056-f9f147896c4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135139 ms
Total Talk Time (AGENT): 45812 ms
Total Talk Time (CUSTOMER): 51473 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/91980c7b-9b5c-42a3-a056-f9f147896c4e_20250217T19:24_UTC.wav
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[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] from Pediatric Dentistry Essential Georgia. I was just calling to see if you could um verify that a patient is active for me.
[AGENT][NEUTRAL] OK, yes, Miss [PII], I can check and the eligibility for a patient for you. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Um, it's gonna be a dependent [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Well, it looks like that's his dad's name as well actually.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he's the policy holder.
[AGENT][POSITIVE] All right, thank you. And then.
[AGENT][NEUTRAL] OK, thank you. And then what is the um policy number?
[CUSTOMER][NEUTRAL] Let's see, is that like the member ID?
[AGENT][NEUTRAL] Yes, ma'am
[CUSTOMER][NEUTRAL] OK, let's see, I'm showing.
[CUSTOMER][NEUTRAL] 229-6334
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] is active on the policy and his effective date is [PII].
[CUSTOMER][POSITIVE] Alrighty perfect and is there a reference number for the call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII], and today's date.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Thank you. You have a good rest of your week, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thanks thanks you too bye bye.
[AGENT][NEUTRAL] Bye-bye.