AccountId: 011433970860
ContactId: 1931f3db-4a40-4a77-b955-1159dbc3821c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93099 ms
Total Talk Time (AGENT): 24899 ms
Total Talk Time (CUSTOMER): 44293 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1931f3db-4a40-4a77-b955-1159dbc3821c_20250617T15:31_UTC.wav
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[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 office. I was just needing to verify eligibility for a um.
[CUSTOMER][POSITIVE] Dependent on a policy. I called earlier and they gave me the breakdown. I found out that we're actually going to be seeing the wife, so I just want to make sure she's active on the plan.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Sure it's 02639211.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] Uh, yes, so, the policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Does she have any history or does she have any um have all her remaining benefits?
[AGENT][NEUTRAL] Uh, she has no history at all.
[CUSTOMER][NEUTRAL] No, OK, so she'll have the full $750.50 dollars deductible.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] Perfect. That is all I need. I got all the breakdown from from [PII], the policy holder earlier they gave me. So, um, can I get a reference number for the call?
[AGENT][NEUTRAL] Uh, reference number is my name is [PII], first initial to last name [PII], and today's date. And anything else I can help with?
[CUSTOMER][POSITIVE] That will do. I appreciate your help.
[AGENT][POSITIVE] OK, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you uh huh bye bye.