AccountId: 011433970860
ContactId: f47823de-3d20-4d8f-b864-025418c25d2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147000 ms
Total Talk Time (AGENT): 51660 ms
Total Talk Time (CUSTOMER): 48527 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/f47823de-3d20-4d8f-b864-025418c25d2f_20250530T19:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on patient medical eligibility. Could you please help me with that?
[AGENT][NEUTRAL] I can help you with eligibility. [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, the callback number it is [PII] with extension [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number, it is going to be 024.
[CUSTOMER][NEUTRAL] 090
[CUSTOMER][NEUTRAL] 04
[AGENT][NEUTRAL] 024090304
[CUSTOMER][NEUTRAL] Uh no, 9004.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I apologize.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Let me look that up real quick.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Hi, [PII], I'm showing that this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] And still currently, right?
[AGENT][POSITIVE] It is active, yes.
[CUSTOMER][NEUTRAL] Thank you. And could you please confirm the group number and group name? The group number it is 13401 and the group name is New Era Dental Studio. Is this right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Thank you and could you please spell out your name for the documentation purpose?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And as a call reference number, you can use my name and last initial in today's date.
[CUSTOMER][POSITIVE] Thank you very much, [PII]. Thank you for the help. Have a great day. Happy weekend. Bye-bye.
[AGENT][POSITIVE] Great, thank you for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.