AccountId: 011433970860
ContactId: a705f5b6-fa7d-49c9-a453-80cf182cccf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158360 ms
Total Talk Time (AGENT): 54811 ms
Total Talk Time (CUSTOMER): 54445 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a705f5b6-fa7d-49c9-a453-80cf182cccf8_20250310T13:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Lavender Dental, and I'm just wondering to check eligibility on a patient.
[AGENT][POSITIVE] OK, may I have your name again? I'm so sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], thank you so much [PII]. What is your call back number if we are just connected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] and what is the policy number please?
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that?
[AGENT][NEUTRAL] Yes, what is the policy number?
[CUSTOMER][NEGATIVE] Um, sorry, my phone's not really working.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK, I'm sorry um.
[AGENT][NEUTRAL] The policy number
[CUSTOMER][NEUTRAL] OK, from the subscriber, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, 023.
[CUSTOMER][NEUTRAL] 92363.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And please tell me the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The name is [PII] and then the date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much for the information, [PII], and you are calling to verify eligibility. Give me one moment.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Um, can you hear me? I'm sorry, can you hear me?
[CUSTOMER][NEUTRAL] Yep, I can hear you.
[AGENT][NEUTRAL] OK, OK, awesome, awesome, OK, this policy shows that it termed as of [PII].
[CUSTOMER][NEUTRAL] It ended in [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And there's no current coverage.
[AGENT][NEUTRAL] That is correct. The there's no current coverage.
[CUSTOMER][POSITIVE] Alrighty, thank you, that's all I needed. Sorry about my phone.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling. That's OK, no problem, no problem. You have a great Monday. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm bye bye.