AccountId: 011433970860
ContactId: f651a737-0840-4bc5-afa5-ca1477367ce9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79639 ms
Total Talk Time (AGENT): 25292 ms
Total Talk Time (CUSTOMER): 39122 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/f651a737-0840-4bc5-afa5-ca1477367ce9_20250416T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I work for East Over Dental, and I was just calling to see if a patient is still got dental coverage through y'all.
[AGENT][NEUTRAL] OK. Did you say [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, yes ma'am, it's [PII].
[AGENT][NEUTRAL] And we're checking on eligibility, is that correct? OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, let's say a member number I've got is 623305.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's under um.
[CUSTOMER][NEUTRAL] [PII] is the last name.
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] Her birthday is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it looks like this policy is effective [PII] and it is currently active.
[CUSTOMER][POSITIVE] OK, that's all I was needing I appreciate it.
[AGENT][POSITIVE] Hi, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye bye.