AccountId: 011433970860
ContactId: 5b3a2da5-540b-44da-ad15-f1a437f206a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74860 ms
Total Talk Time (AGENT): 36747 ms
Total Talk Time (CUSTOMER): 27627 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/5b3a2da5-540b-44da-ad15-f1a437f206a6_20250219T23:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just wanted to check on a patient's plan to see if it's still active with you guys.
[AGENT][POSITIVE] OK, happy to check on eligibility for you. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes, it is 225-245-2.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Last name is [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. And are we looking for dental or medical coverage?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] Dental. OK. So it looks like the patient's plan has terminated, um, and that is as of [PII]. I don't show any other active coverage with us.
[CUSTOMER][POSITIVE] OK, sounds good. That's all I needed to know thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.