AccountId: 011433970860
ContactId: f7a2a90c-7af5-47f5-ac0a-01490bc061af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89779 ms
Total Talk Time (AGENT): 20947 ms
Total Talk Time (CUSTOMER): 25217 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/f7a2a90c-7af5-47f5-ac0a-01490bc061af_20250527T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to verify dental eligibility please.
[AGENT][NEUTRAL] OK, I can help you with dental eligibility. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, uh, 00597617.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] I show her policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] And can I just confirm the group number?
[AGENT][NEUTRAL] Uh, group number is 11406.
[CUSTOMER][POSITIVE] OK, that's what I needed I appreciate your help.
[AGENT][POSITIVE] Hi, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Yeah.