AccountId: 011433970860
ContactId: 9a866ba9-713a-4de4-95e4-424bad717b03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120849 ms
Total Talk Time (AGENT): 46449 ms
Total Talk Time (CUSTOMER): 38533 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/9a866ba9-713a-4de4-95e4-424bad717b03_20250421T13:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Hello, good morning. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hello, good morning.
[CUSTOMER][NEUTRAL] Yes, I was calling just to check to see if uh insurance was um.
[CUSTOMER][NEUTRAL] Access
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Oh yeah. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Sorry, let me look at the car.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The policy is 02610801.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Um, date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, we have an effective date of [PII]. It is active at the moment and this is a basic dental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, um, that's all I needed thank you so much.
[AGENT][NEUTRAL] Do you need any
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye bye.