AccountId: 011433970860
ContactId: 02ea360c-b9c0-439c-9ba8-e449ebf4096a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189679 ms
Total Talk Time (AGENT): 62691 ms
Total Talk Time (CUSTOMER): 82650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/02ea360c-b9c0-439c-9ba8-e449ebf4096a_20250417T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of the dental office to check eligibility and benefits on a recorded line. Can you help me with that?
[AGENT][POSITIVE] Yes, I can help you with eligibility and benefits and your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Um, may I please get your callback number and the name of the dental provider you're calling for?
[CUSTOMER][NEUTRAL] Uh yes. Uh my callback number is [PII]. This is a direct line. And you want the provider's name, right?
[AGENT][NEUTRAL] Yes, please. The dental office.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Provider's name is [PII].
[CUSTOMER][NEUTRAL] I can also give you the office name, one moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Office name is Walnut Smile Dentistry and Orthodontics.
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 1448345 and the patient name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII]. I also have policyholder name and date of birth, if you want.
[AGENT][POSITIVE] No, ma'am. I just need the patience. Thank you very much.
[AGENT][NEUTRAL] OK, let me pull it up. And it's [PII]. OK, I do show that this policy for the insured is no longer active.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] The policy ended on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And there are no active policies on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Can you repeat the date? [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. And can you also spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] OK, sorry. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, I had only this one patient. And thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Have a nice day. Bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.