AccountId: 011433970860
ContactId: 50d875d3-46dc-4a39-8124-f8e3578552ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80750 ms
Total Talk Time (AGENT): 29601 ms
Total Talk Time (CUSTOMER): 38988 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/50d875d3-46dc-4a39-8124-f8e3578552ce_20250409T15:26_UTC.wav
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[AGENT][NEUTRAL] [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Doctor [PII]'s office. She's a dental doctor. Uh, I need benefits in one of my patients.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and the call back number is [PII].
[AGENT][NEUTRAL] Thank you [PII], what is the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Policy number is 02565966.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you [PII], you're calling to verify dental benefits?
[CUSTOMER][NEUTRAL] Uh dental benefits.
[AGENT][NEUTRAL] This policy
[CUSTOMER][NEUTRAL] Uh this is uh. Mhm.
[AGENT][NEUTRAL] This is not a dental policy, however, it was a gap insurance that covered medical services, but the policy terminated [PII] and the member has no active policy here.
[CUSTOMER][NEUTRAL] It's not active when the terminated date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much OK?
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.