AccountId: 011433970860
ContactId: 56318a1b-7fb6-435d-9d8b-5c80a73614ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159020 ms
Total Talk Time (AGENT): 66128 ms
Total Talk Time (CUSTOMER): 27066 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/56318a1b-7fb6-435d-9d8b-5c80a73614ff_20250325T19:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. I'm calling from Jefferson Dental to verify the bill and the benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits, [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I think I got too many numbers. Give me that number one more time. It's [PII] after the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so [PII]. OK, gotcha. All right, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01719216.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII].
[AGENT][NEUTRAL] All right, thank you. OK, so we have an effective date of [PII] and it terminated [PII]. There's no active policies for this member.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. No other activealsy.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] What is the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will, Mr. [PII]. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] What's your name? Could you please spell it?
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL.