AccountId: 011433970860
ContactId: 1e1b5c00-6d93-4821-bb30-feb960a66c70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146610 ms
Total Talk Time (AGENT): 49464 ms
Total Talk Time (CUSTOMER): 44215 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/1e1b5c00-6d93-4821-bb30-feb960a66c70_20250221T16:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, this is [PII] at Dental Arts. I'm trying to verify patients, um, coverage. Can you help me?
[AGENT][NEUTRAL] Uh, yes, ma'am, I can assist you with that. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], uh huh.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] APL 02412677
[AGENT][NEUTRAL] Hm, sounds like it has so many numbers. Uh, do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I don't know if we have it scanned in or not. It's been a.
[CUSTOMER][NEUTRAL] Minute
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] If you don't have that number, what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII] I'm sorry.
[AGENT][NEUTRAL] OK, and their date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] It shows to be under her I mean I guess it's maybe under her husband I don't know.
[AGENT][NEUTRAL] And you said her date of date of birth is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I think I found her. And do you have a callback number in case the call drops, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, um, I sure she had a policy with us, uh, effective [PII], and the policy terminated [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, alright, that's what I needed to know, thank you.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a great rest of your day and weekend.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too bye bye.