AccountId: 011433970860
ContactId: e55fc9be-9b66-4377-b853-0fbaf01b743f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112309 ms
Total Talk Time (AGENT): 34200 ms
Total Talk Time (CUSTOMER): 38402 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e55fc9be-9b66-4377-b853-0fbaf01b743f_20250106T17:59_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, I was calling to see if a patient was eligible for benefits, um.
[CUSTOMER][NEUTRAL] It would have been probably back in November.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Yeah, I'm calling from a dental office. My name's [PII].
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's 01882768.
[AGENT][POSITIVE] Thank you [PII]. Hold on one moment please.
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you [PII] and you were just needing benefits.
[CUSTOMER][NEUTRAL] Yeah, I was just calling to see if they were eligible back in November.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date was [PII] and it canceled [PII].
[CUSTOMER][NEUTRAL] [PII] OK, alright, um, that's all I was needing to know.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day.
[CUSTOMER][POSITIVE] OK thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Oh right.