AccountId: 011433970860
ContactId: 7ab18e9c-0c20-470c-a4ae-e079e8553d38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108940 ms
Total Talk Time (AGENT): 44263 ms
Total Talk Time (CUSTOMER): 54003 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/7ab18e9c-0c20-470c-a4ae-e079e8553d38_20250326T15:20_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Doctor [PII]'s office. I was just calling to try to see was the member still active, had the active dental insurance?
[AGENT][NEUTRAL] OK, we can assist you and my name is [PII], first initial last name is [PII] You're welcome. You have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][POSITIVE] Yes ma'am, give me one second, let me grab it.
[CUSTOMER][NEUTRAL] I have 006 03820.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright, thanks for that information and we're just checking the um eligibility information.
[CUSTOMER][POSITIVE] Yes, ma'am, and to see his uh remaining benefits.
[AGENT][NEUTRAL] All right, so I'm
[AGENT][NEUTRAL] So I'm showing the effective date is [PII]. Uh, the policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] For the remaining benefits.
[AGENT][NEUTRAL] I'm showing $9600 remaining.
[CUSTOMER][POSITIVE] 960. OK, great, that'll work. Thank you so much. That is all I needed today.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, any other questions I can assist with today? All right, [PII].
[CUSTOMER][POSITIVE] No, ma'am, that'll be all thank you.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] OK, have a good day you too bye.