AccountId: 011433970860
ContactId: c09640b6-de17-49d9-9edf-efcf922104cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65599 ms
Total Talk Time (AGENT): 24201 ms
Total Talk Time (CUSTOMER): 30330 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c09640b6-de17-49d9-9edf-efcf922104cf_20250205T19:38_UTC.wav
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[AGENT][NEUTRAL] For calling APR, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Sri Pro Budget Dental Care. What kind of verify eligibility on the patient, please.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And can I have a callback number for you and that policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Sure, callback number is [PII] and their policy number is 602.
[CUSTOMER][NEUTRAL] 898.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility?
[CUSTOMER][NEUTRAL] Mhm, just eligibility is fine. I have a plan already.
[AGENT][NEUTRAL] [PII]'s policy has been active since [PII], Farah and is currently active.
[CUSTOMER][POSITIVE] OK, thank you that's all that I need thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling API. You have a great day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too bye bye.