AccountId: 011433970860
ContactId: 20fbee37-b717-45b8-9a86-b9d37c66629e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95860 ms
Total Talk Time (AGENT): 30990 ms
Total Talk Time (CUSTOMER): 50532 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/20fbee37-b717-45b8-9a86-b9d37c66629e_20250609T16:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from a dental provider's office. Just wanna see if you can confirm active dental for a new patient.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify eligibility for you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] OK, let me see um.
[CUSTOMER][NEUTRAL] You know that's a work. OK, sorry, we've had a sibling and so I'm gonna get it from.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That one.
[CUSTOMER][NEUTRAL] OK, yep, we've got 02564023.
[AGENT][NEUTRAL] OK thank you one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] And child [PII], date of birth [PII].
[AGENT][NEUTRAL] Uh, let's see. I show that claim or a policy terminated [PII] of this year.
[AGENT][NEUTRAL] Yeah I don't show any active coverage.
[CUSTOMER][POSITIVE] Oh, OK, yeah, he was supposed to be in early January and then it was active. OK, so it has terminated since then. OK, perfect. We'll go ahead and get back to the family and get some new info then. Thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Sure. You as well. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye.