AccountId: 011433970860
ContactId: 1205aea7-eca5-4bf7-a46d-60c09d6e347e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110559 ms
Total Talk Time (AGENT): 54848 ms
Total Talk Time (CUSTOMER): 54247 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/1205aea7-eca5-4bf7-a46d-60c09d6e347e_20250306T15:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a dental provider's office. I need to see if my patient's plan dental plan has termed, please.
[AGENT][NEUTRAL] Sure, I could see if that policy is termed. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, I, yeah, I have a number. It's 02494791.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Um, so the, the subscriber is [PII] and his birthday is [PII]. I was calling about his wife [PII]. Her birthday is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you so much for verifying that information, [PII]. Uh, so this policy is currently active. Effective date was [PII].
[AGENT][NEUTRAL] And if you'd like I can send you a copy of the I'm sorry.
[CUSTOMER][NEUTRAL] So it has
[CUSTOMER][NEUTRAL] It has not turned then.
[AGENT][NEUTRAL] Correct, it is currently active and I could send you a fax back that shows all of the covered procedures and benefit information if you'd like.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I had gotten one previously in [PII], so I have that. I just for some reason they presented a secondary, so I was just making sure that this one was still active.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah, definitely this one is currently active.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, well thank you so much for your help. Would you have a reference number for my call?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Sure, uh, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much. I hope you have a good day.
[AGENT][POSITIVE] OK, yeah, thanks for on APL you too bye bye.
[CUSTOMER][POSITIVE] Alright thank you bye bye.