AccountId: 011433970860
ContactId: efd500d6-042e-4ab6-9558-1ffc28d56517
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77559 ms
Total Talk Time (AGENT): 32660 ms
Total Talk Time (CUSTOMER): 24683 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/efd500d6-042e-4ab6-9558-1ffc28d56517_20250624T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, so I just need to see if a patient has an active dental policy, and if so, I just need to check.
[AGENT][NEUTRAL] OK. Happy to check on benefits. What is the patient's policy number? Do we have that?
[CUSTOMER][NEUTRAL] Yes ma'am, give me one moment my computer just clicked off of it.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] It is 024878881.
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you said you needed history?
[CUSTOMER][NEUTRAL] Yes, now I just need to see if they have a history of 0330, a panorama X-ray.
[AGENT][NEUTRAL] Let's see 0330.
[AGENT][NEUTRAL] No, I don't see any history on file for that, for a lease.
[CUSTOMER][POSITIVE] Yes ma'am, that'll be it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye
[AGENT][NEUTRAL] Bye bye.