AccountId: 011433970860
ContactId: 97c36970-9a45-4b85-914d-235e08b05152
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95319 ms
Total Talk Time (AGENT): 29296 ms
Total Talk Time (CUSTOMER): 51436 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/97c36970-9a45-4b85-914d-235e08b05152_20250516T21:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh hello [PII], this is [PII]. I'm calling on behalf of the dental office to check on patients' eligibility and benefits. Can you assist me with that?
[AGENT][NEUTRAL] Sure, I can verify benefits and eligibility for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it will be 01807464.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, callback number will be [PII].
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], and the last name it's just. Last name is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing the policy terminated on [PII], and I do not show any active coverage.
[CUSTOMER][POSITIVE] OK got it. Thank you so much for that information. So I'll just update on this one. Is there any reference number I can use?
[AGENT][NEUTRAL] Uh, you may use my name at today's date if you like.
[CUSTOMER][POSITIVE] OK, thank you so much for that. So yeah, that'll be all done for this patient and I have only this one. So you have a great day ahead, [PII] and happy weekend.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright you too thanks for calling APL bye.
[CUSTOMER][POSITIVE] OK thank you. Mhm, bye-bye.
[AGENT][NEUTRAL] Bye.