AccountId: 011433970860
ContactId: 45b0c386-c1aa-4a95-8747-c66e49a838e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73059 ms
Total Talk Time (AGENT): 39279 ms
Total Talk Time (CUSTOMER): 27332 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/45b0c386-c1aa-4a95-8747-c66e49a838e0_20250106T21:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I am calling to see if a patient still has coverage through you guys.
[AGENT][NEUTRAL] OK, you're calling to verify the patient's policy is active, correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 603-609
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, give me one moment to pull up the file, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you for that information, [PII], and we're checking eligibility. I have that information for you. I'm showing an effective date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, are you a dental provider?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Uh, the policy is active at this time, and did you have any further questions?
[CUSTOMER][NEUTRAL] No ma'am, that's gonna be it.
[AGENT][POSITIVE] OK, well thank you for calling ATL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] bye bye.