AccountId: 011433970860
ContactId: 6d1b4016-62cd-4abd-8abd-181d97a81b6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105639 ms
Total Talk Time (AGENT): 36949 ms
Total Talk Time (CUSTOMER): 39172 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/6d1b4016-62cd-4abd-8abd-181d97a81b6f_20250326T15:57_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm just calling to verify this patient's um, dental coverage is active.
[AGENT][NEUTRAL] OK. Do you have a callback number in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you have the policy number?
[CUSTOMER][NEUTRAL] 02504688
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] Um, I just want to know if it was active with active dental policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is, I'm sorry, the effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and just to verify for the dental claims address, it's [PII]?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, that's all I needed.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.