AccountId: 011433970860
ContactId: c9d70d99-4cf6-480b-a3a6-cda8d34a4f47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130899 ms
Total Talk Time (AGENT): 25807 ms
Total Talk Time (CUSTOMER): 30528 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/c9d70d99-4cf6-480b-a3a6-cda8d34a4f47_20250625T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] at Apple Journal. I was calling to verify patients still had accurate coverage.
[AGENT][NEUTRAL] OK. Uh, do you, um, can I get, I'm sorry, I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for that patient?
[CUSTOMER][NEUTRAL] 616-363
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]' date of birth is [PII].
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Uh yes, policy is still active and effective [PII].
[CUSTOMER][NEUTRAL] OK and then.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, what are the limitations for cleaning?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Now let me get that pulled up. Give me just a moment.
[AGENT][NEUTRAL] Uh, cleanings are once every 6 months.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you ma'am.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.