AccountId: 011433970860
ContactId: 1a7a2f14-07ea-4f7b-9082-3eb695d0b655
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74940 ms
Total Talk Time (AGENT): 48671 ms
Total Talk Time (CUSTOMER): 22000 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/1a7a2f14-07ea-4f7b-9082-3eb695d0b655_20250327T13:05_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm with a dental provider and I was calling to see if a patient is currently active.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] 02518553
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I do appreciate that. I just need a callback number please, [PII], if I, if I could just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Uh, [PII] had a policy with us from [PII] until [PII]. This is through her employer, so I don't know whether she's still with that employer or not, um, but, uh, I'm just not showing that she is eligible with this anymore. It looks like her policy lapsed as of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Excuse me, please, I'm sorry. Uh, it's, uh, that's it. OK. Well, thank you for contacting UTL. Have a good day.
[CUSTOMER][NEUTRAL] Nope, that's it.
[CUSTOMER][POSITIVE] That's right.