AccountId: 011433970860
ContactId: e993710a-acc3-432d-af71-78446052407c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120519 ms
Total Talk Time (AGENT): 35256 ms
Total Talk Time (CUSTOMER): 23540 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/e993710a-acc3-432d-af71-78446052407c_20250530T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from provider's office. I'm trying to get, uh, make sure a patient's active for dental benefits.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 00613416
[AGENT][NEUTRAL] OK, just a moment while I look that up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, it looks like this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] What benefits were were you wanting a fax back?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, that's OK. I already have one. Just wanted to make sure that she was active.
[AGENT][NEUTRAL] Yes, ma'am, she's active.
[CUSTOMER][POSITIVE] OK perfect
[CUSTOMER][POSITIVE] Good.
[AGENT][POSITIVE] Alright. If there's nothing else I can help you with, I hope you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.