AccountId: 011433970860
ContactId: 780ffcc9-7d6c-44c4-8879-f4fc7c33d92b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113940 ms
Total Talk Time (AGENT): 35628 ms
Total Talk Time (CUSTOMER): 36368 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/780ffcc9-7d6c-44c4-8879-f4fc7c33d92b_20250403T12:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Lorraine Family Dental in [PII], uh, checking on dental eligibility for a patient.
[AGENT][NEUTRAL] Sure, so, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII] policy number is 5 leading zeros.
[CUSTOMER][NEUTRAL] And then 222-079-2.
[AGENT][NEUTRAL] OK, so you said 5 consecutive zeros.
[CUSTOMER][NEUTRAL] 222
[CUSTOMER][NEUTRAL] 0792.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy
[AGENT][NEUTRAL] What was his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. This policy was terminated [PII], and he has no active policy here at American Public Life, and I do apologize. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Nope, that was all I needed thank you so much.
[AGENT][POSITIVE] You're welcome, thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] You also thanks.
[AGENT][POSITIVE] Thanks, goodbye.
[CUSTOMER][NEUTRAL] Bye.