AccountId: 011433970860
ContactId: b35c685c-2318-4e64-be0d-ac6966d5f9e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87209 ms
Total Talk Time (AGENT): 30190 ms
Total Talk Time (CUSTOMER): 31140 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/b35c685c-2318-4e64-be0d-ac6966d5f9e9_20250203T22:44_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling to see if our patient has dental benefits for your company.
[AGENT][POSITIVE] I'll be happy to assist with eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02061691.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], let me get her date of birth. Hold on one second.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] Now were you calling for medical or dental?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][NEUTRAL] OK, yeah, I thought it was used for dental, um, now I'm not showing that they have a dental policy with us, only a medical policy.
[CUSTOMER][NEUTRAL] OK perfect that's what I thought but I just wanted to double check that um [PII], can I get a reference number?
[AGENT][NEUTRAL] It's just my name and today's date and time. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] Oh thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Um