AccountId: 011433970860
ContactId: da727aeb-df89-4e25-ae09-89e71c090651
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103750 ms
Total Talk Time (AGENT): 43380 ms
Total Talk Time (CUSTOMER): 40760 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/da727aeb-df89-4e25-ae09-89e71c090651_20250623T20:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Sorry, sir. Sorry, I dropped the phone. Hi, my name is [PII]. What was your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Thank you, so I was just calling to check, uh, to make sure patient is still active on the plan.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. And I'm sorry, can you spell your name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you Mr. And may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII], no extension.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02614873.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's gonna be for [PII]'s date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is uh a dental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, alright, perfect, I believe that's all I needed, so thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Miss [PII].
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.