AccountId: 011433970860
ContactId: c42df6c0-8ce5-4647-99cf-cf6a536a5f2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105599 ms
Total Talk Time (AGENT): 29944 ms
Total Talk Time (CUSTOMER): 32870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/c42df6c0-8ce5-4647-99cf-cf6a536a5f2e_20250409T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] with Louisiana Dental Center. I was just seeing if one of my patients was still active and if they have any history for this year.
[AGENT][NEUTRAL] OK, I can help you with eligibility and history. Um, [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Like the member ID it's 614113.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It looks like she is effective [PII]. She is still active.
[CUSTOMER][NEUTRAL] I was calling you back
[AGENT][NEUTRAL] And were we looking for history for a certain um procedure or?
[CUSTOMER][NEUTRAL] No ma'am, just if she had any history for this year.
[AGENT][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, it looks like she has the full 1000 for the year.
[CUSTOMER][POSITIVE] All right thank you so much you have a great day.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.