AccountId: 011433970860
ContactId: a072aee5-67c2-431e-ab08-d1741cc85bb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72230 ms
Total Talk Time (AGENT): 33491 ms
Total Talk Time (CUSTOMER): 30519 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/a072aee5-67c2-431e-ab08-d1741cc85bb6_20250324T12:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with West Point Family Dental. Doctor [PII]. I was just calling to verify eligibility on a patient, please.
[AGENT][NEUTRAL] OK, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] is the telephone number and then the policy number is 02061514.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I'm showing that the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling API. Have a great week. You're welcome.
[CUSTOMER][NEUTRAL] You, you too, bye bye.
[AGENT][NEUTRAL] Bye-bye.