AccountId: 011433970860
ContactId: 958741d4-4d73-445a-a16a-47b3de7fd69b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106900 ms
Total Talk Time (AGENT): 36388 ms
Total Talk Time (CUSTOMER): 32060 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/958741d4-4d73-445a-a16a-47b3de7fd69b_20250320T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Creston Dental. I wanted to verify patients eligibility.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with eligibility of the patient. Uh, can you please give me your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02594532.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show that the policy for [PII] is active.
[AGENT][NEUTRAL] And the effective date is [PII].
[CUSTOMER][NEUTRAL] [PII]. Thank you so much and is it a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. You have a good one.
[AGENT][NEUTRAL] You too, Miss [PII] is there.