AccountId: 011433970860
ContactId: 9c3da81e-731d-461c-a21c-5935fe21346b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86529 ms
Total Talk Time (AGENT): 39613 ms
Total Talk Time (CUSTOMER): 28341 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/9c3da81e-731d-461c-a21c-5935fe21346b_20250421T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to verify a patient's dental benefits.
[AGENT][POSITIVE] Sure, I can check those benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII] with Eagle Dental Center.
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 01914618.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you so much for verifying that [PII]. Uh, so this policy terminated [PII]. Uh, if you'll give me one moment though, I'll see if uh they might have an active policy with us, could just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, uh, they do not. This was the only policy that they had with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, that's what I need to know thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.