AccountId: 011433970860
ContactId: 3bb3b343-a282-4750-8e00-dba43679daa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91470 ms
Total Talk Time (AGENT): 35391 ms
Total Talk Time (CUSTOMER): 47029 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/3bb3b343-a282-4750-8e00-dba43679daa2_20250312T16:47_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] Doctor [PII]'s office dental office, and I was trying to see if a patient's insurance is still active.
[AGENT][NEUTRAL] Hello [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then I have a policy number of 01899832.
[AGENT][NEUTRAL] Thank you, could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the name of the patient is [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] And you're calling to verify eligibility for Christian?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, and this is still um um active.
[AGENT][NEUTRAL] The Christian
[AGENT][NEUTRAL] His policy has been active since [PII], [PII] and is currently active. He has a maximum benefit amount of $1500 per calendar year. This is not a guaranteed benefit just a disclaimer of the policy's coverage, and he has not utilized any of his benefits for [PII] or met his deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 10
[CUSTOMER][POSITIVE] OK, alrighty, that's all I need to know thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, you too. OK bye.
[AGENT][POSITIVE] Thanks. Goodbye.
[CUSTOMER][NEUTRAL] Yeah.