AccountId: 011433970860
ContactId: 0d865d21-5bd3-4ce7-b110-854194ba48dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125480 ms
Total Talk Time (AGENT): 71846 ms
Total Talk Time (CUSTOMER): 29965 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0d865d21-5bd3-4ce7-b110-854194ba48dc_20250204T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling AL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, I'm trying to check if the patients uh benefits is still active for dental.
[AGENT][POSITIVE] OK, I'd be glad to help you. Go and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII]. The policy number is 02493901.
[AGENT][POSITIVE] All right, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty, [PII], thank you so much for that information. Now, what is your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you so much, [PII], for that information. Looks like this dental plan did terminate, so let me make sure she flipped, make sure she didn't flip to a different number. So let me do some checking right quick.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] No, ma'am, I did not see uh that she has an active plan here. Her original effective date was [PII] I'm sorry, [PII], but it did terminate here on [PII]. She has nothing active here at all.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Reference number?
[AGENT][NEUTRAL] We don't give reference numbers, [PII], but you can use my name in today's date and my name is [PII], spelled [PII] and is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Yes, ma'am, and thank you for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Hi.