AccountId: 011433970860
ContactId: e90ca43d-761a-49c3-a78f-31cfa04f2295
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95879 ms
Total Talk Time (AGENT): 41401 ms
Total Talk Time (CUSTOMER): 41615 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/e90ca43d-761a-49c3-a78f-31cfa04f2295_20250626T14:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, so my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from a dental provider's office and I just need an effective date of a in patients plan.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. What's the name of the facility you're calling from, Miss [PII], for my notes.
[CUSTOMER][NEUTRAL] OK, it is um K E Y Dental Group.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, the policy number is.
[CUSTOMER][NEUTRAL] Um, 614-554.
[AGENT][NEUTRAL] All right. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh huh. [PII], [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. All right, so you need, so you need eligibility and we have an effective date of [PII]. It is active at the moment and this is a dental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, that's all I needed thank you very much I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.