AccountId: 011433970860
ContactId: 1b026652-ca63-477a-8029-f159441939f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103489 ms
Total Talk Time (AGENT): 51123 ms
Total Talk Time (CUSTOMER): 32174 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/1b026652-ca63-477a-8029-f159441939f9_20250314T15:42_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if I can check on eligibility for a patient.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Let's see. And Miss [PII], you're calling from which facility for my notation? What's the name of the facility?
[CUSTOMER][NEUTRAL] It's Dreamworks Dental.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02475292.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's uh [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, thank you. And you said that you need um eligibility and benefits?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is for dental?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, OK, um,
[AGENT][NEUTRAL] Miss [PII], this policy has been terminated and we don't have any other policies. Uh, this one terminated back in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, got it thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you have a good day.
[AGENT][POSITIVE] You're welcome. You too. Thank you for calling ATL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.