AccountId: 011433970860
ContactId: a5fb612f-b867-430f-a650-17da14bd5030
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78080 ms
Total Talk Time (AGENT): 35080 ms
Total Talk Time (CUSTOMER): 28111 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/a5fb612f-b867-430f-a650-17da14bd5030_20250414T18:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just need to see if the patient is active.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. May I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]. Phone number [PII].
[CUSTOMER][NEUTRAL] And it is Finnette dental for Doctor [PII].
[AGENT][NEUTRAL] OK, let me pull up.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[CUSTOMER][NEUTRAL] And the number I have is [PII].
[AGENT][NEUTRAL] OK, let me look [PII] up real quick.
[AGENT][NEUTRAL] I do show that [PII] does have an active policy, and the effective date of the policy is [PII].
[CUSTOMER][POSITIVE] OK, I think that's everything I needed to know.
[AGENT][POSITIVE] OK, Miss [PII], well, thank you for calling APL. I hope you have a good week.
[CUSTOMER][POSITIVE] Thank you ma'am you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.