AccountId: 011433970860
ContactId: a3da990f-3d93-4c53-9cd3-cec4a0322318
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98699 ms
Total Talk Time (AGENT): 45782 ms
Total Talk Time (CUSTOMER): 35331 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a3da990f-3d93-4c53-9cd3-cec4a0322318_20250128T18:47_UTC.wav
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[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I wanted to see if my patient was active.
[AGENT][NEUTRAL] I can is she your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Spell your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it's pronounced
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. And you're checking eligibility, correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] It's 02488562.
[AGENT][NEUTRAL] OK. And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you can verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that information, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm showing the the policy effective date is [PII]. Uh, policy is active at this time and you are a dental provider?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, any other questions I could help out with today?
[CUSTOMER][NEUTRAL] Uh, yes, has she used anything this year?
[AGENT][POSITIVE] I'll check for you.
[AGENT][NEUTRAL] Not this year.
[CUSTOMER][NEUTRAL] OK, uh, can I just have the reference number please?
[AGENT][NEUTRAL] Uh, you'll use my name in today's date as reference for today's call. [PII], first initial and last name is [PII] and anything else?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] That will be it. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome, thanks for calling [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.