AccountId: 011433970860
ContactId: 9c5d1f99-a446-49d7-80cb-27721615aa27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122069 ms
Total Talk Time (AGENT): 49971 ms
Total Talk Time (CUSTOMER): 31289 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/9c5d1f99-a446-49d7-80cb-27721615aa27_20250423T20:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I need to see if a patient is eligible.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of the patient. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you Ms. [PII] and is the um I'm sorry, the facility that you're calling from.
[CUSTOMER][NEGATIVE] Can you repeat that? Sorry, you're breaking up.
[AGENT][NEUTRAL] What is the facility that you're calling from?
[CUSTOMER][NEUTRAL] Leslie Pitts pediatric dentistry.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] And then what is the patient?
[CUSTOMER][NEUTRAL] It is Westland Usher.
[CUSTOMER][NEUTRAL] 2916.
[CUSTOMER][NEUTRAL] 01813737
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] OK, I do show that this poli.
[AGENT][NEUTRAL] He is no longer active.
[AGENT][NEUTRAL] The policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And there are no active policies on file at this time.
[CUSTOMER][POSITIVE] OK sounds good thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No ma'am, that's all.
[AGENT][POSITIVE] OK, well you have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye-bye.