AccountId: 011433970860
ContactId: 0cc97006-e0bc-4c0a-bf91-6efdb376573b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92839 ms
Total Talk Time (AGENT): 43582 ms
Total Talk Time (CUSTOMER): 41532 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/0cc97006-e0bc-4c0a-bf91-6efdb376573b_20250521T12:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from a dental provider's office. I'm just trying to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] Alright, yeah, I can check eligibility and benefits today, [PII], what's your policy number?
[CUSTOMER][NEUTRAL] It is 01901503.
[AGENT][NEUTRAL] All right, let me just pull this up here one moment.
[CUSTOMER][NEUTRAL] I can already tell you.
[CUSTOMER][NEUTRAL] Oh you
[AGENT][NEUTRAL] And then if I could get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yep, it is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And you're looking for, you said dental coverage. I'm sorry. Um, all right. Patient was active um [PII]. The patient has terminated with us as of [PII]. do not show any other active coverage with us.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, what day did you say that it terminated?
[AGENT][NEUTRAL] Uh, it was on [PII].
[CUSTOMER][NEUTRAL] So now how much is the primary?
[CUSTOMER][POSITIVE] OK, alright, perfect, that is all I needed to know.
[AGENT][POSITIVE] All right. Have a good rest of your day, [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Uh-huh, bye bye.