AccountId: 011433970860
ContactId: 101d5c26-65f7-41e8-8eea-fd5c97b582dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120190 ms
Total Talk Time (AGENT): 54631 ms
Total Talk Time (CUSTOMER): 34142 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/101d5c26-65f7-41e8-8eea-fd5c97b582dd_20250124T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to verify one of our patients uh dental plans.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a patient. Um, can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah it's [PII] [PII].
[AGENT][NEUTRAL] OK, [PII], what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] K and E Advanced dentistry.
[AGENT][NEUTRAL] OK and then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] Um, I have 02484214.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick for us.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, looking at this policy for Ms. [PII], I do show that the policy is no longer active and it lapsed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you then that and.
[AGENT][NEUTRAL] And she and she has no active policies. I checked to make sure she didn't have another one, but there are no active policies.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much. um, can I just get a reference?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome you have a good weekend thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye-bye.