AccountId: 011433970860
ContactId: c6bf5468-85d3-42a8-86c2-f3d93b89bff6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68970 ms
Total Talk Time (AGENT): 34779 ms
Total Talk Time (CUSTOMER): 24069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/c6bf5468-85d3-42a8-86c2-f3d93b89bff6_20250609T13:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with dental care associates. I need to see if a patient is still active on a plan, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], I'm sorry. And what is that policy number, please?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] It's 616-422.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK. And see, and verify the patient's name, date of birth, please.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII], and I show that he is still active under the policy.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright, that's what I needed I appreciate you.
[AGENT][POSITIVE] Uh, you're welcome and thank you so much for calling ATM, Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][NEUTRAL] Mm bye.