AccountId: 011433970860
ContactId: 3c79cc77-49f5-47d3-b94c-1d83278b457a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120209 ms
Total Talk Time (AGENT): 57018 ms
Total Talk Time (CUSTOMER): 54446 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/3c79cc77-49f5-47d3-b94c-1d83278b457a_20250522T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with Reservoir Dental Group. I need to verify if a patient is still um on the policy and that it's still active.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Um, can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[CUSTOMER][NEUTRAL] The ID number that I have is 617209.
[AGENT][NEUTRAL] OK, let me look up [PII]'s policy real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] every time.
[AGENT][NEUTRAL] All right, I do show that [PII] does have an active policy with us. The effective date of her policy is [PII] and it is current.
[CUSTOMER][NEUTRAL] Like [PII].
[AGENT][NEUTRAL] I'm sorry, [PII]. I apologize. I was looking at the pay date and that date at the same time.
[CUSTOMER][NEUTRAL] OK, OK, that's fine.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, that's fine. Well, it's not active yet.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and, and it still has the $1000 yearly max?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. There's no changes as far as the plan.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect all right thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Well, you're very welcome, Ms. [PII]. I hope you have a wonderful Memorial Day weekend, and is that everything I can help you with today?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Yes, that is it.
[AGENT][NEUTRAL] OK, thank you for calling APL. Bye-bye, Ms. [PII].
[CUSTOMER][POSITIVE] You thanks um bye bye.