AccountId: 011433970860
ContactId: 00f81892-b09b-4e4f-960a-8fa1b62c2215
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88110 ms
Total Talk Time (AGENT): 40812 ms
Total Talk Time (CUSTOMER): 24688 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/00f81892-b09b-4e4f-960a-8fa1b62c2215_20250312T16:46_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], this is [PII] calling from Castle Creek Pediatric Dentistry. I needed to check eligibility on a patient, please.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check eligibility today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 023-087-772.
[AGENT][POSITIVE] Alright, thank you for that one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have a good callback number [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. So it looks like the patient's dental plan was effective.
[AGENT][NEUTRAL] [PII], it has lapsed as of [PII]. The patient's no longer active.
[CUSTOMER][NEUTRAL] So when was it terminated?
[AGENT][NEUTRAL] Termination date shows on [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, I'll let him know thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.