AccountId: 011433970860
ContactId: a7777381-a374-4217-ae6d-482a7ccd3252
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130750 ms
Total Talk Time (AGENT): 49618 ms
Total Talk Time (CUSTOMER): 36168 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a7777381-a374-4217-ae6d-482a7ccd3252_20250203T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, yes, ma'am. I'm [PII]. I'm a representative for Evolved Dentistry. I'm trying to verify a patient's dental insurance.
[AGENT][NEUTRAL] OK, I can help you um with the eligibility of a patient Miss [PII], can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of, I'm sorry, policy number?
[CUSTOMER][NEUTRAL] Uh, I have subscriber ID 02006297.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that the insured does have an active policy. The effective date is for [PII].
[CUSTOMER][NEUTRAL] It's still active as of today?
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am. Um, the effective date is [PII] and it is current and active.
[CUSTOMER][NEUTRAL] OK, can I please have a reference number of this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] All righty. Thank you so much, ma'am. You have a good rest of your day.
[AGENT][POSITIVE] You too, Ms. [PII]. Have a good week. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.