AccountId: 011433970860
ContactId: f464445e-f801-4257-91ec-1d768c2c7a50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149240 ms
Total Talk Time (AGENT): 64493 ms
Total Talk Time (CUSTOMER): 80762 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/f464445e-f801-4257-91ec-1d768c2c7a50_20250320T19:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling to see if you could tell me if one of my patients, um.
[CUSTOMER][NEUTRAL] Coverage was current at the time of her visit last year.
[AGENT][NEUTRAL] I can help you with that. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], what is the callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] 02500806
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please, ma'am?
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, so it's [PII]. Are you ready for me to spell the last name for you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Uh, yeah, I, I have a hard time too are a.
[AGENT][NEUTRAL] You heard, you heard me say, oh.
[CUSTOMER][POSITIVE] Yeah I did, I did, and I'm like, oh, I'm, I'm, I must have the right person.
[AGENT][NEUTRAL] You do.
[CUSTOMER][POSITIVE] It's oh my, it's awesome. [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Oh, ras and.
[AGENT][NEUTRAL] All right, I just have to try relevant to make a video. OK, anyway, yeah, relevant and.
[CUSTOMER][POSITIVE] That yeah, you're very close, yes.
[AGENT][NEUTRAL] I can help you with eligibility for [PII]. Um, her policy is, is it for dental coverage?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You thank you
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, so her.
[CUSTOMER][NEUTRAL] It was for a date of service of [PII].
[AGENT][POSITIVE] Her policy turns [PII], so you're good.
[CUSTOMER][NEUTRAL] OK, so is, um, I would like to verify the mailing address because I, I don't, or should I fax it to you guys?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] You can fax it directly to us at [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Perfect. Alright, I'll get that out to you guys, OK?
[AGENT][POSITIVE] Yes, ma'am. It was my pleasure to help you with that eligibility. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] That's all I needed. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.