AccountId: 011433970860
ContactId: f07938ad-9cb7-49ef-ab2f-2345894c957d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166089 ms
Total Talk Time (AGENT): 31698 ms
Total Talk Time (CUSTOMER): 43709 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/f07938ad-9cb7-49ef-ab2f-2345894c957d_20250610T19:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Peachtree Dental. Um, I was needing to get the eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I have the social would that work?
[AGENT][POSITIVE] Yeah, that will work.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Give me just a moment.
[AGENT][NEUTRAL] OK, looks like this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] Alright, and did she have any recent preventative history or history of [PII] on file?
[AGENT][NEUTRAL] And she doesn't have any recent preventative, let me see about the piano.
[AGENT][NEUTRAL] Is that 330 0330?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Another code.
[AGENT][NEUTRAL] Or is that the only one?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And then 0210.
[AGENT][NEUTRAL] Uh, I don't have either of those on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well, that is everything that I was needing to know and thank you so much.
[AGENT][POSITIVE] Hi, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you.