AccountId: 011433970860
ContactId: 90b1a796-e078-4651-b259-0c3185d07208
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98959 ms
Total Talk Time (AGENT): 42276 ms
Total Talk Time (CUSTOMER): 33589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/90b1a796-e078-4651-b259-0c3185d07208_20250107T19:20_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], this is [PII] calling from Resid Dental.
[CUSTOMER][NEUTRAL] Hey I was calling to get some benefit information on the patient.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with benefits. Um, can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then what is your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And then what is the um patient's policy number?
[CUSTOMER][NEUTRAL] 02438214
[AGENT][NEUTRAL] OK, let me look them up for us real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy was lapsed on [PII].
[CUSTOMER][NEUTRAL] [PII] alright.
[AGENT][NEUTRAL] And there is no other active dental policy for this insured.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] You're very welcome you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.