AccountId: 011433970860
ContactId: f05cbbf3-72ad-4118-9757-74b246a3ab99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59060 ms
Total Talk Time (AGENT): 18540 ms
Total Talk Time (CUSTOMER): 27392 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/f05cbbf3-72ad-4118-9757-74b246a3ab99_20250527T21:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Valley Park Dental Care and I was just calling to make sure a patient is still um currently active with his dental plan.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] It 02586225.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I show the policy is active and effective, [PII].
[CUSTOMER][POSITIVE] Perfect. Would there be a reference number for the call?
[AGENT][NEUTRAL] That's just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right, thanks so much for your help.
[AGENT][POSITIVE] Thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.