AccountId: 011433970860
ContactId: a8954dce-ba73-4f95-9f38-af9bdc2aac6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106050 ms
Total Talk Time (AGENT): 57457 ms
Total Talk Time (CUSTOMER): 38827 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/a8954dce-ba73-4f95-9f38-af9bdc2aac6a_20250312T21:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, ma'am. I just wanna call to um get, uh, confirm the patient's dental coverage.
[AGENT][NEUTRAL] OK, I can help you with eligibility for a patient. Can I please get your name, your callback number, and the
[AGENT][NEUTRAL] Name of the facility you're calling from?
[CUSTOMER][NEUTRAL] And my name is [PII]. Callback number is [PII], and it's Doctor [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Uh, ID is 1,046,270.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] [PII] does have an active policy with as I said it wrong the first time, I'm sorry.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Uh, anyway, he has an active policy with us and the effective date of the policy is [PII] and the policy is still in effect. It's still active.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Perfect, perfect, no changes awesome. All right, that's what I needed to know. Thank you so much you have a good day.
[AGENT][NEUTRAL] No changes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too, Ms. [PII]. Thank you so much for calling APL. I hope you have a wonderful rest of your night. You're welcome. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you, you also. Bye-bye.