AccountId: 011433970860
ContactId: 57c8e616-6baf-4d66-94ca-958fb13d18fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111709 ms
Total Talk Time (AGENT): 34231 ms
Total Talk Time (CUSTOMER): 55297 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/57c8e616-6baf-4d66-94ca-958fb13d18fa_20250224T16:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK, yes, so this is dental care up on Air, and we're just trying to verify, uh, eligibility for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Uh, sure, my name is [PII].
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] [PII], could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] Uh yeah, so it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You need my last name too?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Can I have the policy number of the member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] Sure, let me see here so we're looking at.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hold on, I'm sorry my computer screen went there.
[AGENT][NEUTRAL] Mm mm. Take your time. It's Monday. I can only imagine.
[CUSTOMER][NEUTRAL] Alright, so the subscriber ID is 01571951.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] So it looks like [PII]'s policy was terminated [PII], [PII].
[AGENT][NEUTRAL] And there's no AA policy for this member, yes, that's correct.
[CUSTOMER][NEUTRAL] Oh yeah?
[CUSTOMER][NEUTRAL] OK, alright, thank you for, uh, for letting me know, um.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, no, that'll do it.
[AGENT][POSITIVE] It's a pleasure speaking with you. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] OK alright thank you.
[CUSTOMER][POSITIVE] OK thank you OK bye bye.
[AGENT][NEUTRAL] That