AccountId: 011433970860
ContactId: b50393a7-c272-405a-bef4-e967781c7808
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84059 ms
Total Talk Time (AGENT): 34301 ms
Total Talk Time (CUSTOMER): 29016 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/b50393a7-c272-405a-bef4-e967781c7808_20250311T15:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from Auburn Dental Care, and I need to verify eligibility for a patient.
[AGENT][NEUTRAL] OK. And you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how do you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, we have 247-6454.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Calling for um [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yeah just verify eligibility.
[AGENT][NEUTRAL] OK, I can give that to you. The effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] That's all I needed for today.
[AGENT][POSITIVE] Thank you, [PII] for calling IPO. You have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] To you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.