AccountId: 011433970860
ContactId: 158f0c7a-1bff-462c-832f-c7145a1f9a64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85239 ms
Total Talk Time (AGENT): 28238 ms
Total Talk Time (CUSTOMER): 38739 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/158f0c7a-1bff-462c-832f-c7145a1f9a64_20250403T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Professional Dental Alliance. I was just trying to verify dental benefits for a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] 01972132
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth, give me just one moment, I'm so sorry. Um [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for for benefits. I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And for this policy to show that it's no longer active, the term date is [PII].
[CUSTOMER][POSITIVE] OK perfect um I kind of thought it might have been an old plan, so all right let me get back with her and see if we can get some updated information but thank you so much for your help. I do appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII], have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.