AccountId: 011433970860
ContactId: 79eff39c-4bed-477d-bf7a-a1d02488c5e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121910 ms
Total Talk Time (AGENT): 58690 ms
Total Talk Time (CUSTOMER): 43136 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/79eff39c-4bed-477d-bf7a-a1d02488c5e6_20250107T22:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I am calling from a dental office and I have a few questions on a patient's dental plan.
[AGENT][NEUTRAL] OK, yeah, just about their benefits.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, I can check that for you. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I have a social. Does that work?
[AGENT][POSITIVE] Oh yeah, I can use that.
[CUSTOMER][NEUTRAL] OK, it's 413-089-606.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what was the name for the insured?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. Do you have the date of birth?
[CUSTOMER][NEUTRAL] I do. It's uh [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right. Um, so,
[AGENT][NEUTRAL] [PII] does not have an active policy with us at this time. Um, his most current policy was, uh, terminated [PII].
[CUSTOMER][NEUTRAL] OK, and do you show another policy that he might have?
[AGENT][NEUTRAL] The only other one I see is a very old one, that was from it terminated in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you. OK, and do you mind if I get a reference number, um, [PII]?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That'll be all. I appreciate your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.