AccountId: 011433970860
ContactId: 68d8cfed-4db2-4c19-b2b5-5b9155736bfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106639 ms
Total Talk Time (AGENT): 46292 ms
Total Talk Time (CUSTOMER): 38719 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/68d8cfed-4db2-4c19-b2b5-5b9155736bfd_20250311T13:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] calling from the dental provider's office, and I just need to verify eligibility for a patient, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, the member ID?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 01662035.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Let me check and see if I have a new policy on this terminated.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I don't have a new policy. This one was effective from [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so there's no other active policies, correct?
[AGENT][NEGATIVE] None with us.
[CUSTOMER][NEUTRAL] OK, I think the last time, OK, I do see that here. OK, thank you. I will contact the number.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No ma'am, that's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. OK.