AccountId: 011433970860
ContactId: fde42eb3-2216-4dcc-b377-f0a9f587ad81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103160 ms
Total Talk Time (AGENT): 43327 ms
Total Talk Time (CUSTOMER): 34886 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/fde42eb3-2216-4dcc-b377-f0a9f587ad81_20250624T19:39_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]. My name is [PII] and I'm calling you on behalf of dental office to check eligibility and benefits for a patient on a recorded line.
[AGENT][POSITIVE] All right, [PII], I'm happy to check eligibility and benefits today. Can I get their policy number?
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] The member ID number, it's 022.
[CUSTOMER][NEUTRAL] 81647
[AGENT][NEUTRAL] Thank you. And do you have a good callback number for documentation?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So, patient's plan effective date [PII]. The patient's plan has terminated as of [PII]. They do not have any other active coverage with us at this time.
[CUSTOMER][NEUTRAL] OK, no problem, [PII]. Thank you for that. And can you please provide me with the reference number for this call?
[AGENT][NEUTRAL] Call references my name with today's date. My name is [PII], that's [PII], last [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you. Bye, have a great day.
[AGENT][POSITIVE] You're welcome. Have a good one. Bye-bye.
[CUSTOMER][NEUTRAL] But