AccountId: 011433970860
ContactId: ba82b4b2-6e2a-41df-a042-d9ad14a86c4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67699 ms
Total Talk Time (AGENT): 30077 ms
Total Talk Time (CUSTOMER): 34357 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/ba82b4b2-6e2a-41df-a042-d9ad14a86c4d_20250507T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Kalamazoo Oral Surgery, um, and I just needed to verify if a patient has, um, active coverage for dental.
[AGENT][POSITIVE] OK, yeah, happy to check on um coverage here. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yep it's uh 02615283.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up.
[AGENT][NEUTRAL] And then for documentation, can I just grab your first name again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thanks, [PII]. Uh, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], um, date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Uh, patient is active. Effective date is [PII].
[CUSTOMER][POSITIVE] OK, alright, perfect, that's all I needed thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye