AccountId: 011433970860
ContactId: 35795a02-f7b4-4a4c-9014-17d7d7bf5624
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102379 ms
Total Talk Time (AGENT): 42480 ms
Total Talk Time (CUSTOMER): 30200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/35795a02-f7b4-4a4c-9014-17d7d7bf5624_20250203T14:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, I just, I'm calling from a dental office. I just need to see if my patient's still active under the plan I have for them.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] MA [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 02042180
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. I can assist you with that. I'm pulling it up for you now.
[AGENT][NEUTRAL] And for this member, it shows that they're active and the effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, has she used anything out of the max or deductible?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] As of right now, it's showing that the member has not used any of their benefits for this year.
[CUSTOMER][NEUTRAL] Got it. OK, then that should be all today. Can I have your name one more time to reference if any?
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Got it OK thank you have a great day.
[AGENT][NEUTRAL] Same to you. Thank you for calling American Public Life.