AccountId: 011433970860
ContactId: 9080743b-9787-4d63-b8d3-e530e88b2645
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94540 ms
Total Talk Time (AGENT): 48821 ms
Total Talk Time (CUSTOMER): 31007 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/9080743b-9787-4d63-b8d3-e530e88b2645_20250116T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I was just calling to confirm a patient's um insurance is active, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII], and it's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK. And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And the policy number, please.
[CUSTOMER][NEUTRAL] 02364654
[AGENT][POSITIVE] OK, let me pull that policy in for us real quick and I'll get the eligibility for you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, looking on this policy for [PII], the policy lapsed on [PII]. Let me check to see though if there's another active policy for dental.
[AGENT][NEGATIVE] I do not see any active policies on file for this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Insured.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome.