AccountId: 011433970860
ContactId: 430c3c24-ebc7-4b23-a427-695692686a75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98379 ms
Total Talk Time (AGENT): 33427 ms
Total Talk Time (CUSTOMER): 39280 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/430c3c24-ebc7-4b23-a427-695692686a75_20250303T22:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Edwards Premier Dental Care, and I'm calling to see if the policy is still active.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify eligibility for you and your name is one more time, I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 616-283.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Certainly, it is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] My present
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, uh, yes, ma'am. I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, on this policy, let me just let me think.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I think she's eligible for exams and prophy based on the information that I have.
[CUSTOMER][NEUTRAL] Uh, once every 6 months.
[AGENT][POSITIVE] Uh correct.
[CUSTOMER][POSITIVE] OK, perfect. I appreciate it. Thank you so much.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.