AccountId: 011433970860
ContactId: ee8e49cb-ccb9-42a3-ac10-989bf4b2c5f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62939 ms
Total Talk Time (AGENT): 33282 ms
Total Talk Time (CUSTOMER): 18980 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ee8e49cb-ccb9-42a3-ac10-989bf4b2c5f5_20250320T15:15_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I just wanna verify my patient's still eligible on our plan.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And a good callback number, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] 02587326
[AGENT][NEUTRAL] And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Is this for dental eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, I can help you with that. [PII], I'm showing that her policy is active with the effective date of [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] [PII], thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.