AccountId: 011433970860
ContactId: 3582c2bf-be34-4985-973e-8cbd49934eb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123459 ms
Total Talk Time (AGENT): 54927 ms
Total Talk Time (CUSTOMER): 43199 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/3582c2bf-be34-4985-973e-8cbd49934eb9_20250519T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Absolute Dental. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good. Thank you. Thanks for asking. And I have a patient policy and want to verify the eligibility and benefits. Could you please help me?
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] Yes sir, I can help you with both eligibility and benefits. May I get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, and the callback number [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, and I have the policy number 025.
[CUSTOMER][NEUTRAL] 71356.
[AGENT][NEUTRAL] OK, and the member's name and date of birth?
[CUSTOMER][NEUTRAL] And the member's name would be [PII] and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy did terminate on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And what will be the effect to it?
[AGENT][NEGATIVE] And there are no active.
[AGENT][NEUTRAL] Yes, the first effective date is [PII].
[CUSTOMER][NEUTRAL] OK. OK, thank you, and that's it. And could you please provide me the call reference number?
[AGENT][NEUTRAL] Yes, sir, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thanks for your valuable time. Have a nice day.
[AGENT][POSITIVE] You have a great day too, [PII]. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.