AccountId: 011433970860
ContactId: 184f7308-e667-4b76-bfda-2eaa9c4c4d38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109849 ms
Total Talk Time (AGENT): 40028 ms
Total Talk Time (CUSTOMER): 35657 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/184f7308-e667-4b76-bfda-2eaa9c4c4d38_20250423T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'd like to go over dental benefits for a patient, please.
[AGENT][POSITIVE] Of course, I can help you with benefits today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 023-30953.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] All right. And then can I have your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you. And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name is [PII], and [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so it looks like this policy is no longer active.
[CUSTOMER][NEUTRAL] As OK, um, do you know when it wasn't when was the last day it was active?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if she has any more policies really quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, hold on.
[CUSTOMER][NEUTRAL] OK, yeah, I could just use the dental one.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No. Yeah, it looks like all of her policies are in active.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm. Yeah, of course. Is there anything else I can help you with?