AccountId: 011433970860
ContactId: 949aeb25-f6c5-4ea1-bc38-9d915b5989df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122160 ms
Total Talk Time (AGENT): 40650 ms
Total Talk Time (CUSTOMER): 53968 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/949aeb25-f6c5-4ea1-bc38-9d915b5989df_20250320T17:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from Cambridge Dental Group. My name is [PII]
[CUSTOMER][NEUTRAL] I want to check to see if one of our patients' plan is currently active.
[AGENT][NEUTRAL] OK I can help you with that. Could I get a callback number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 1011998.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient's name, do you want the patient's name or the subscriber?
[AGENT][NEUTRAL] The patient's name.
[CUSTOMER][NEUTRAL] OK, [PII]. Last name is [PII]
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I do show that this policy is no longer active. I do not show any other active policies, uh, for this family. Uh, it did cancel on [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, let me just write that termination date down.
[CUSTOMER][NEUTRAL] So, [PII].
[AGENT][NEUTRAL] and
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] No, that's all that I needed today, thank you.
[AGENT][POSITIVE] OK, you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye-bye.