AccountId: 011433970860
ContactId: ee2e0d3f-6b00-4780-8833-54ca7bcd4587
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78110 ms
Total Talk Time (AGENT): 31750 ms
Total Talk Time (CUSTOMER): 34245 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/ee2e0d3f-6b00-4780-8833-54ca7bcd4587_20250324T20:16_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm sorry, I did not hear any of that. Um, I was calling to verify a patient's dental policy was still active, please.
[AGENT][NEUTRAL] Sure, I could assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. The phone number is [PII], no extension.
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Um, 613-155.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[AGENT][POSITIVE] And I'll be able to assist you.
[CUSTOMER][NEUTRAL] Ms [PII].
[CUSTOMER][NEUTRAL] Boordaal [PII].
[AGENT][NEUTRAL] Thank you. This policy has been active since [PII]. Excuse me, and it's currently active.
[CUSTOMER][POSITIVE] Wonderful, thank you very much. I appreciate your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, ma'am, that is it. I appreciate your help.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.