AccountId: 011433970860
ContactId: 3886d2dc-14c3-4cc1-97b2-9db9033032d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74360 ms
Total Talk Time (AGENT): 39119 ms
Total Talk Time (CUSTOMER): 31530 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/3886d2dc-14c3-4cc1-97b2-9db9033032d4_20250217T16:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I'm with the dental provider's office. I was calling to verify, um, see if my patient's plan is still the same.
[AGENT][NEUTRAL] OK, I can take a look at that for you, [PII]. Could I get a uh call back number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. There's no extension.
[AGENT][NEUTRAL] Thank you the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 1457895.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy, calling for eligibility today. Um, I do show that his policy is no longer active. It did cancel on [PII], and I'm not showing any other policies with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're you're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, for the reference numbers, am I just using your name in today's date?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][POSITIVE] OK, that is all thank you so much.
[AGENT][POSITIVE] You're welcome have a wonderful day and thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Yes, ma'am.