AccountId: 011433970860
ContactId: b050569e-faa2-4840-8732-a376e63d3ae0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77769 ms
Total Talk Time (AGENT): 33378 ms
Total Talk Time (CUSTOMER): 32360 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/b050569e-faa2-4840-8732-a376e63d3ae0_20250319T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII] and I'm calling from a dental office and I just need to check eligibility and benefits on a patient please.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 02032793
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility and benefits. Would you like a fax back for this member?
[CUSTOMER][POSITIVE] Yes ma'am, that would be great.
[AGENT][NEUTRAL] OK, and for the eligibility it is showing that it is currently active, the effective date is [PII]. May I please have a fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And is there anything else that I can assist you with today [PII]?
[CUSTOMER][POSITIVE] No ma'am, that's it, but I do appreciate it.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.