AccountId: 011433970860
ContactId: 56b32b30-316c-4036-a7c9-6fb5ebde8a44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111029 ms
Total Talk Time (AGENT): 48946 ms
Total Talk Time (CUSTOMER): 36589 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/56b32b30-316c-4036-a7c9-6fb5ebde8a44_20250513T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I was trying to get a patient dental benefits.
[AGENT][NEUTRAL] OK, I can help you with dental benefits. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Yes, um, this is [PII] callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the facility it's probably gonna show up under a tri-county community.
[AGENT][NEUTRAL] OK. Thank you very much. And then Ms. [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Policy number I have 022.
[CUSTOMER][NEUTRAL] 50814.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for Ms. [PII] is no longer active. This policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] There are no active policies on file for her at this time.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][POSITIVE] Alright, well, you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm bye-bye.