AccountId: 011433970860
ContactId: c837d958-ca2c-4f4e-80ee-8b0c37dfb7ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158059 ms
Total Talk Time (AGENT): 32429 ms
Total Talk Time (CUSTOMER): 49382 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/c837d958-ca2c-4f4e-80ee-8b0c37dfb7ad_20250306T21:21_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi. My name is [PII]. I'm calling you today on behalf of the dental office to check the eligibility and benefits for some of a patient, or in fact, only one patient. Can you please help me with that?
[AGENT][NEUTRAL] I can help you. Is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Sure, the policy number is Mike 40134334.
[AGENT][NEUTRAL] OK, that's not our policy number. Do you have a copy of the medical ID card?
[CUSTOMER][NEUTRAL] Uh, can we do a name search? Would that be possible?
[AGENT][NEUTRAL] OK, spell the first and last.
[CUSTOMER][NEUTRAL] Sure. The first name is [PII]. It's [PII] and the last name is [PII]. It's [PII]
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][POSITIVE] Sure, please take your time.
[AGENT][NEUTRAL] And is it [PII] or is it [PII]?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] You gave me [PII]
[CUSTOMER][NEUTRAL] D
[CUSTOMER][POSITIVE] Correct, [PII]
[AGENT][NEUTRAL] OK, I'm not showing anyone under that name.
[CUSTOMER][NEUTRAL] Oh, OK. That's not an issue. And uh if you can please spell me your name?
[AGENT][NEUTRAL] Mhm. It's [PII].
[AGENT][NEUTRAL] OYA first initial and last name is [PII] and [PII], did you have any other questions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please. Last question. Can you help me with the call reference number, please?
[AGENT][NEUTRAL] My name in today's stage.
[CUSTOMER][POSITIVE] Excellent. Thank you so much, [PII], and uh you have a blessed day ahead. Bye-bye.
[AGENT][POSITIVE] You too, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Same to you.