AccountId: 011433970860
ContactId: 94590418-482b-43e9-bee7-7712e2541034
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92779 ms
Total Talk Time (AGENT): 40208 ms
Total Talk Time (CUSTOMER): 41398 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/94590418-482b-43e9-bee7-7712e2541034_20250411T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I just want um verify that this our patient is still active with the coverage.
[AGENT][NEUTRAL] OK, I can check the eligibility for the patient for you. Um, can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK, it's [PII]. It's uh [PII] and it's with Doctor uh [PII]'s family dentistry.
[AGENT][NEUTRAL] OK. All right. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII] and 025-07-218.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, I do show that this policy for Ms. [PII] is no longer active. The policy lapsed on [PII].
[CUSTOMER][POSITIVE] [PII]. OK, alrighty then thank you very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, it's not because I.
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] You're welcome. Have a wonderful weekend. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh huh you too uh huh bye bye.