AccountId: 011433970860
ContactId: b2ef1dbd-afa4-43df-b56f-cbd2671ad330
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143839 ms
Total Talk Time (AGENT): 55609 ms
Total Talk Time (CUSTOMER): 35322 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/b2ef1dbd-afa4-43df-b56f-cbd2671ad330_20250428T14:34_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I'm calling to check eligibility for a patient from the dentist's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And may I have the name of the facility for my notations, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, sorry, come again.
[AGENT][NEUTRAL] The name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] I'm calling you from Westgate Family Dentistry.
[AGENT][NEUTRAL] How do you spell the name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The name of the place, you said Wiki or something like that? How do you spell it?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, sorry. Westgate Family Dentistry.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. Um,
[CUSTOMER][NEUTRAL] 020
[CUSTOMER][NEUTRAL] 87937.
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] So [PII], date of birth, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Let me see if I have a new policy. This one is terminated. One moment.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, we do not have a new policy for this member. This policy terminated on [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][POSITIVE] No, that's, that's all. Thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.