AccountId: 011433970860
ContactId: 4a239ef2-a09b-4810-8a68-4be32aa82557
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71550 ms
Total Talk Time (AGENT): 33988 ms
Total Talk Time (CUSTOMER): 40920 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/4a239ef2-a09b-4810-8a68-4be32aa82557_20250521T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Associates in Pediatric Dentistry. I'm calling to see if a dental policy is active for two patients in the same family.
[AGENT][POSITIVE] OK. All right. I'm happy to check eligibility, [PII]. What's your policy number?
[CUSTOMER][NEUTRAL] We have 606-270.
[AGENT][NEUTRAL] All right. And then if I can get their name and date of birth.
[CUSTOMER][NEUTRAL] Um, first one is [PII]. His date of birth is [PII].
[CUSTOMER][NEUTRAL] And the second one is [PII] [PII].
[AGENT][NEUTRAL] All right, so they do have different effective dates. So let me give you for [PII], they're both still active, but [PII]'s effective date is showing [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII] is showing an effective date of [PII].
[CUSTOMER][NEUTRAL] How does that how does those uh correct.
[CUSTOMER][POSITIVE] OK perfect alright thank you so much you too bye.
[AGENT][POSITIVE] You're welcome. Have a great day.
[AGENT][NEUTRAL] Bye bye.