AccountId: 011433970860
ContactId: 9762f6a6-2b7d-4292-b317-8b89ce6983e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81010 ms
Total Talk Time (AGENT): 34369 ms
Total Talk Time (CUSTOMER): 37916 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/9762f6a6-2b7d-4292-b317-8b89ce6983e3_20250317T15:47_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] Hey [PII], my name is [PII]. I'm calling from a dental office and I just wanted to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with that. [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 02365891
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you said you're calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes, just wanted to confirm eligibility.
[AGENT][NEUTRAL] OK, I show the policy effective since [PII] and still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, yeah, could you just let me know super quick, have they used any of their max or deductible today or this year yet?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][NEUTRAL] Well, I never said that intimidate those.
[AGENT][NEUTRAL] They have not used any of it for 2024.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK alrighty thank you I just wanted to verify that.
[AGENT][POSITIVE] You're welcome. You have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Pro
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.