AccountId: 011433970860
ContactId: f2fe4b51-860c-43c2-b798-8ddc6857cb3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122540 ms
Total Talk Time (AGENT): 47207 ms
Total Talk Time (CUSTOMER): 44212 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/f2fe4b51-860c-43c2-b798-8ddc6857cb3e_20250312T14:01_UTC.wav
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[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify the eligibility of one of your clients.
[AGENT][NEUTRAL] OK, I can help with eligibility. Can I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Certainly my name is [PII]. The callback number is [PII], and this is Corner Dental in [PII].
[AGENT][POSITIVE] OK. Thank you so much, [PII]. I appreciate that. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, the name is [PII]
[AGENT][NEUTRAL] OK, and what is his date of birth and policy number, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And do you have his policy number?
[CUSTOMER][NEUTRAL] I do 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 604-614
[AGENT][NEUTRAL] OK let me look him up real quick.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and the effective date of this policy is [PII].
[CUSTOMER][POSITIVE] OK wonderful thank you so very much.
[AGENT][POSITIVE] You're welcome [PII]. Anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Nope, that'll be all.
[AGENT][POSITIVE] Alright, have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Bye-bye, sir.