AccountId: 011433970860
ContactId: bdbbcde3-b884-4856-87a9-b0f7cd9fe7ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96669 ms
Total Talk Time (AGENT): 49840 ms
Total Talk Time (CUSTOMER): 39172 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/bdbbcde3-b884-4856-87a9-b0f7cd9fe7ab_20250408T13:11_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, take it somewhere else.
[CUSTOMER][NEUTRAL] I just need to get um verification that the patient is still active.
[AGENT][NEUTRAL] Oh sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] I'm sorry [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]. OK. And may I have um the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] That's the fax number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Woolsey Family Dentistry.
[AGENT][NEUTRAL] Right. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] It is 00616120.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. All right, and we have an effective date of [PII]. It is active at the moment.
[CUSTOMER][POSITIVE] OK, thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome. You as well. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Thank you for calling APL. Have a good day, Miss [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Hm