AccountId: 011433970860
ContactId: 7db7aeea-d352-42ac-be7b-ca7eb5f3de5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85059 ms
Total Talk Time (AGENT): 38465 ms
Total Talk Time (CUSTOMER): 49289 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/7db7aeea-d352-42ac-be7b-ca7eb5f3de5d_20250123T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I work with Spring Hill Modern Dentistry in [PII], and I am trying to verify eligibility for one of our patients.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. Uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, it's uh 01890055.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Oh no [PII] and it's [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy you gave me actually terminated [PII]. If you'll give me one moment, I'll see if he has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] I didn't
[CUSTOMER][NEUTRAL] I, I, I hear what you're saying.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, I'm like, please tell me you're not stabbing.
[AGENT][NEUTRAL] No, this was the only dental policy he had with us.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] Alright you as well thank you bye bye.
[AGENT][NEUTRAL] Bye bye.