AccountId: 011433970860
ContactId: 2c5ed340-0ac5-48fb-ba5c-58e11cec749c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89620 ms
Total Talk Time (AGENT): 41391 ms
Total Talk Time (CUSTOMER): 22022 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/2c5ed340-0ac5-48fb-ba5c-58e11cec749c_20250331T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I need to verify eligibility for dental benefits for patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you Miss [PII] and then what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Edwards Link Dental.
[AGENT][NEUTRAL] OK, and what name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII] 1178702512722.
[AGENT][NEUTRAL] OK, let me pull up her policy real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy lapsed on [PII].
[AGENT][NEGATIVE] And there are no active policies on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Anything else I can do for you before we go?
[CUSTOMER][POSITIVE] That's all thank you.
[AGENT][POSITIVE] You're welcome you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.