AccountId: 011433970860
ContactId: c9ce1c37-51a6-417a-9fad-1cd5d3139d45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80059 ms
Total Talk Time (AGENT): 36970 ms
Total Talk Time (CUSTOMER): 32478 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/c9ce1c37-51a6-417a-9fad-1cd5d3139d45_20250606T13:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from a provider's office. I just wanna be sure that my patient coming in tomorrow is still active.
[AGENT][NEUTRAL] OK, well I can verify eligibility for you, [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] 02569285
[AGENT][POSITIVE] OK, thank you so much and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And this is for dental?
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK. Uh, so his effective date is [PII], and he is active on the policy.
[CUSTOMER][POSITIVE] Perfect, do you have a call reference number?
[AGENT][NEUTRAL] Uh, no, sir, but if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK, how do you spell your first name?
[AGENT][NEUTRAL] [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Perfect. Alright, [PII], you have a good day and that will be everything I need.
[AGENT][NEUTRAL] Oh you too.
[AGENT][POSITIVE] Alright, well thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye.