AccountId: 011433970860
ContactId: 56f26e4c-62b5-4a4e-b39a-babe85291b43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133509 ms
Total Talk Time (AGENT): 37738 ms
Total Talk Time (CUSTOMER): 83272 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/56f26e4c-62b5-4a4e-b39a-babe85291b43_20250401T15:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling on behalf of dental office to check eligibility and dental benefits. Can you please help me with that?
[AGENT][POSITIVE] I am happy to check on eligibility and benefits today. May I please have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, uh, the patient's, uh, policy number is 2344896.
[AGENT][NEUTRAL] OK, one moment, let me just pull this up.
[AGENT][NEUTRAL] And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And patient's name and date of birth?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, the patient's plan was effective on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The patient plan has terminated as of [PII]. No other active coverage with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, just a moment. Uh, uh, [PII] is the termination date, right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] Alright, just a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] When you do that for
[CUSTOMER][NEUTRAL] Let me just check.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] The member ID which I gave you was [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Alright thank you I'm done with all the questions, thank you so much for your help and a wonderful day ahead.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.