AccountId: 011433970860
ContactId: fadbac07-83a2-4cb1-80b3-79bfef95006d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118220 ms
Total Talk Time (AGENT): 34330 ms
Total Talk Time (CUSTOMER): 60222 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/fadbac07-83a2-4cb1-80b3-79bfef95006d_20250523T19:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Gary Pediatric and Family Dentistry. I'm calling on behalf of a patient's eligibility to see if he's eligible or not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and what is that policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Give me 1 2nd, sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it the policy number is 024.
[CUSTOMER][NEUTRAL] 04200.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] is spelled [PII] is [PII] and then last name is spelled [PII]
[AGENT][NEUTRAL] OK, um, I sure he, oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You're fine. Uh, date of birth is, I believe.
[CUSTOMER][NEUTRAL] Sorry, I have to pull them up in my system.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I show his policy term with us [PII], and I don't show any active uh coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No active coverage OK perfect well thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Uh, you're welcome. Thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.