AccountId: 011433970860
ContactId: 14c3ffe4-e692-4072-8503-ed302535ed8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124160 ms
Total Talk Time (AGENT): 48110 ms
Total Talk Time (CUSTOMER): 50410 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/14c3ffe4-e692-4072-8503-ed302535ed8c_20250619T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII] uh from Aspen Dental, and I wanted to see if my patient has an active policy.
[AGENT][NEUTRAL] I can help you with eligibility, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course it is [PII].
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] I do. I'm so sorry. I do. It is um 025.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 81,040.
[AGENT][NEUTRAL] Alright, give me just a moment to look that up.
[AGENT][NEUTRAL] You're almost in the home stretch for the end of the week.
[CUSTOMER][POSITIVE] Yes, absolutely.
[AGENT][NEUTRAL] That's when the yawns start hitting hard.
[CUSTOMER][NEGATIVE] Yes, and then it's raining where I'm at, so it's just makes it even worse.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] And then the office
[CUSTOMER][NEUTRAL] Of course it is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[AGENT][NEUTRAL] All right, let me see here.
[AGENT][NEUTRAL] It looks like this policy had an effective date of [PII]. It looks like the policy lapsed or turned on [PII].
[CUSTOMER][NEUTRAL] OK, so they only had it for a couple of days.
[AGENT][NEUTRAL] And they don't
[AGENT][NEUTRAL] Right, and they don't have any other active policies with us.
[CUSTOMER][POSITIVE] OK alright well thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's gonna be it.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.