AccountId: 011433970860
ContactId: b409d8cd-3d69-4e8f-b91f-5fb1efce3f99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68919 ms
Total Talk Time (AGENT): 31459 ms
Total Talk Time (CUSTOMER): 30418 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/b409d8cd-3d69-4e8f-b91f-5fb1efce3f99_20250213T20:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. My name's [PII]. I'm calling from a dental office. I just need to confirm if the patient is still active.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 021 91891
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect. Thank you, Ms. [PII]. All right, we have an effective date of [PII]. It is active at the moment and this is a dental policy.
[CUSTOMER][POSITIVE] Alrighty, that's all I need for today, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you