AccountId: 011433970860
ContactId: 9c54d4c8-de6f-4712-86da-d31ad1cdc1ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85519 ms
Total Talk Time (AGENT): 45399 ms
Total Talk Time (CUSTOMER): 32075 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/9c54d4c8-de6f-4712-86da-d31ad1cdc1ec_20250203T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. My name is [PII] with Lake District Family Dentistry. We're just trying to verify that benefits are still active for one of our patients.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I can help with that, Miss [PII]. Thank you. May I please have your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I also have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, it is 608-933.
[AGENT][POSITIVE] OK, I have that as 608-933. Thank you, Miss [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Miss [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much, Miss [PII], and you're calling to check eligibility. Give me one second, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And my apologies, this policy shows that termed as of [PII]. Um, if you would please bear with me, let me just check to see if there's an active policy with us, please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And my apologies, I did not show an active policy on file for the member.
[CUSTOMER][POSITIVE] OK, very good that's what I needed to know thank you so much y'all have a good day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You as well thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Bye bye.