AccountId: 011433970860
ContactId: 95825288-c80d-428d-87bb-04b9f4eabbb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97730 ms
Total Talk Time (AGENT): 38191 ms
Total Talk Time (CUSTOMER): 38179 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/95825288-c80d-428d-87bb-04b9f4eabbb1_20250318T17:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a dental provider's office just calling to check a patient is still active and eligible for dental benefits.
[AGENT][NEUTRAL] OK, [PII], I can check eligibility for you. Uh, can I please get your callback number and the name of the provider?
[CUSTOMER][NEUTRAL] Yes, uh, call back is [PII].
[CUSTOMER][NEUTRAL] Provider is [PII].
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, patient is [PII].
[CUSTOMER][NEUTRAL] In Ocomo [PII].
[AGENT][NEUTRAL] OK, and what is her policy number, please?
[CUSTOMER][NEUTRAL] Oh, that's what you need sorry 759.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 125759125.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look her up.
[AGENT][NEUTRAL] OK, I am showing [PII].
[AGENT][NEUTRAL] does have an active policy and the effective date is [PII].
[CUSTOMER][POSITIVE] Perfect and OK, that is all that I needed thank you very much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.