AccountId: 011433970860
ContactId: 6c8372e3-8f99-4cdb-9f53-9a02a7c97223
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107180 ms
Total Talk Time (AGENT): 50428 ms
Total Talk Time (CUSTOMER): 44001 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/6c8372e3-8f99-4cdb-9f53-9a02a7c97223_20250110T17:38_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for calling ATL. This is To[PII]How may I help you?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Hello, this is Jo[PII]ith the Sha Dental North Hollywood. I'm just calling to get a patient's eligibility and benefits faxed over to us.
[AGENT][NEUTRAL] OK, I can help you with your facts back and your eligibility. Uh, can I get your call back number please, Ms. Jo[PII]ust in case our call is disconnected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's gonna be 81[PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you and then what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is gonna be Ch[PII].
[CUSTOMER][NEUTRAL] me
[AGENT][NEUTRAL] And what's Ch[PII] date of birth?
[CUSTOMER][NEUTRAL] It's gonna be 62[PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Policy number, give me 1 2nd.
[CUSTOMER][NEUTRAL] I believe it's 123-7011.
[AGENT][NEUTRAL] OK, let me pull that in real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that uh this policy for Ch[PII]s no longer active. The policy lapsed, no, it lapsed on 11[PII]Let me see if he does have an active policy with us.
[CUSTOMER][NEUTRAL] It's not active?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] No, there is no active dental policy with us.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, got it, thank you so much bye bye have a nice day.
[AGENT][POSITIVE] You're very welcome, Jo[PII]I, is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] You're welcome you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.