AccountId: 011433970860
ContactId: fd5735db-6035-4dbb-bc54-c4a0647c260a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 62680 ms
Total Talk Time (AGENT): 31819 ms
Total Talk Time (CUSTOMER): 27452 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/fd5735db-6035-4dbb-bc54-c4a0647c260a_20250313T16:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi yes ma'am, I was just calling to see if my patient's dental policy was still active.
[AGENT][NEUTRAL] OK, I can verify the eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 632394.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and you say you're calling to verify eligibility, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, uh, showing effective [PII], and she is active on the policy.
[CUSTOMER][POSITIVE] All right, perfect, that is what I needed to know then thank you so much.
[AGENT][POSITIVE] You are welcome. Thanks for calling APL Ms. [PII]. Have a great day.
[CUSTOMER][POSITIVE] You you too thank you.
[AGENT][NEUTRAL] Bye.