AccountId: 011433970860
ContactId: 68773852-98ce-454c-949c-60f08d5cfc7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114169 ms
Total Talk Time (AGENT): 52779 ms
Total Talk Time (CUSTOMER): 41798 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/68773852-98ce-454c-949c-60f08d5cfc7b_20250220T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name's [PII], and I'm calling from Dental Lots of Cor, and I need to verify some benefits on a patient please.
[AGENT][POSITIVE] Sure, I can assist you with benefits, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be APL 02412677.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's gonna be make sure [PII] date of birth [PII].
[AGENT][POSITIVE] Thank you Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Um, this particular policy has been terminated. Um, it was terminated back in [PII]. Well, it's gonna terminate in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh no, 24 is gone. Oh my goodness, I need to get it together. Yeah, it was [PII] or [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I know what yeah no more.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, no, ma'am, that's it. Mhm.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.