AccountId: 011433970860
ContactId: fc1aa9e8-a8d4-4835-b0b0-61634da17775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63700 ms
Total Talk Time (AGENT): 27811 ms
Total Talk Time (CUSTOMER): 25823 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/fc1aa9e8-a8d4-4835-b0b0-61634da17775_20250522T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'd like to, my name is [PII]. I'd like to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], happy to verify your eligibility. What's the patient policy number?
[CUSTOMER][NEUTRAL] 603663
[AGENT][NEUTRAL] All right. And then if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you so much. So, patient is active. Are we looking for medical or dental coverage? I'm sorry.
[CUSTOMER][NEUTRAL] I'm dental. She, she has a dental appointment next Tuesday.
[AGENT][NEUTRAL] OK, so this is a.
[CUSTOMER][NEUTRAL] I was just very, yeah.
[AGENT][NEUTRAL] This is a dental plan. The effective date is [PII].
[CUSTOMER][POSITIVE] OK, very good. That's awesome. That's what I needed to know. Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Take care.
[CUSTOMER][NEUTRAL] You too bye bye.