AccountId: 011433970860
ContactId: 64cf36c5-b946-4a70-8678-84f73aff7051
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86709 ms
Total Talk Time (AGENT): 40544 ms
Total Talk Time (CUSTOMER): 37790 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/64cf36c5-b946-4a70-8678-84f73aff7051_20250514T15:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from provider's office. I need dental benefits.
[AGENT][POSITIVE] OK, I benefits for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 02555
[CUSTOMER][NEUTRAL] 309.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] Yeah, [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK. Uh, so her policy was effective [PII]. Policy terminated [PII].
[AGENT][NEUTRAL] So she does not have any active coverage.
[CUSTOMER][NEUTRAL] Um, is it?
[CUSTOMER][NEUTRAL] Is there any other active policy for this patient with APL?
[AGENT][NEUTRAL] She does not have any other coverage.
[CUSTOMER][NEUTRAL] OK. And your name?
[AGENT][NEUTRAL] [PII] last initial [PII].
[CUSTOMER][POSITIVE] Thanks. Thank you. Thanks.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] That would be
[CUSTOMER][NEUTRAL] 4437