AccountId: 011433970860
ContactId: 2366c284-f8f8-44c6-8b04-564c7fed9624
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126690 ms
Total Talk Time (AGENT): 36882 ms
Total Talk Time (CUSTOMER): 35118 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/2366c284-f8f8-44c6-8b04-564c7fed9624_20250618T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, I'm calling from Lake Mountain Dental regarding a patient's dental benefits.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII], he spelled that [PII]
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, it's [PII].
[AGENT][NEUTRAL] And you're calling for eligibility and benefits on a patient?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I do. It is 02431578.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright, it looks like this policy had an effective date of [PII], and the policy lapsed on [PII], and they don't have any other active policies with us.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. OK, perfect. Thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That is all I needed for today.
[AGENT][POSITIVE] OK, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Same to you. Good bye.
[AGENT][NEUTRAL] Bye.