AccountId: 011433970860
ContactId: 08839086-3d49-48e3-a9cd-ad965d5fc4d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149759 ms
Total Talk Time (AGENT): 60146 ms
Total Talk Time (CUSTOMER): 37552 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/08839086-3d49-48e3-a9cd-ad965d5fc4d9_20250131T17:06_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the dental office now.
[AGENT][POSITIVE] Good morning, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Uh, the callback number is [PII].
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] Oh yeah, just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, ma'am. Uh, I have the policy ID number. It's uh 108.
[CUSTOMER][NEUTRAL] 0673.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I have the patient name is um.
[CUSTOMER][NEUTRAL] Uh [PII]. Date of birth is um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you assist you today. Are you needing eligibility or claim status?
[CUSTOMER][NEUTRAL] Eligibility and benefits.
[AGENT][NEUTRAL] All right, I can help you with that. Now, [PII], I'm showing that this dental policy is no longer active. It turned on 10-1-2024.
[CUSTOMER][NEUTRAL] OK. Is there any term group number under this plan, ma'am? Is it 50011?
[AGENT][NEUTRAL] I'm sorry, can, can you, the group number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The group number is 50011. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Can I have your name again?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] And it has been a pleasure to assist you with that eligibility, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, can I have the reference number, ma'am?
[AGENT][NEUTRAL] Reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much and have a wonderful day, ma'am.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL and happy weekend to you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.