AccountId: 011433970860
ContactId: 7fee0edb-0afe-4805-8d0f-032947817bb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111819 ms
Total Talk Time (AGENT): 51580 ms
Total Talk Time (CUSTOMER): 31614 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/7fee0edb-0afe-4805-8d0f-032947817bb3_20250207T16:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII] with Valdosta Dental Associates. I need to get eligibility and benefit information on a patient.
[AGENT][POSITIVE] Sure, I can assist you with eligibility and benefits and 7, and may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02512755.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth, I'm sorry, it's [PII] Date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Thank you. And uh I'm sorry, you said you're calling from which facility or provider?
[CUSTOMER][NEUTRAL] Like I mean but I said you know.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and OK, so this one, it looks like it's terminated. Bear with me just a second.
[AGENT][NEUTRAL] Yes. Uh, this policy was effective [PII] and it terminated [PII]. There is no other policies available for this member.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] 7. Thank you. Bye-bye.