AccountId: 011433970860
ContactId: b019a2a8-f8e4-4392-bfed-476ed066b05e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112449 ms
Total Talk Time (AGENT): 43763 ms
Total Talk Time (CUSTOMER): 29668 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/2025/04/25/b019a2a8-f8e4-4392-bfed-476ed066b05e_20250425T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I need to verify dental eligibility for a patient.
[AGENT][NEUTRAL] Of course, I can help you with eligibility today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, 02016500.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And then can I have your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and callback number is [PII].
[AGENT][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] OK, and patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] OK, so it looks like this policy is no longer active.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it turned on [PII].
[AGENT][NEUTRAL] Let me double check and see if they have any other policies.
[AGENT][NEUTRAL] OK, yes. So this is the only one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, can I get a reference number and that's all I need.
[AGENT][NEUTRAL] Yeah, of course. It's [PII], last initial [PII] and today's date.
[CUSTOMER][POSITIVE] OK all right thank you and you have a nice day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, thanks for calling APL you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] All right bye bye.