AccountId: 011433970860
ContactId: a0091d2a-1410-446a-9028-2975ccc5ae90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105180 ms
Total Talk Time (AGENT): 37897 ms
Total Talk Time (CUSTOMER): 31341 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/a0091d2a-1410-446a-9028-2975ccc5ae90_20250213T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. It's spelled [PII] I just needed a little information regarding the dental benefits for a patient, please.
[AGENT][NEUTRAL] OK, I'm happy to check on benefits. What is the patient's policy number, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, sorry, one second screen through. Uh, the policy number is 023.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] 40827.
[AGENT][POSITIVE] Alright, thank you for that one moment.
[AGENT][NEUTRAL] May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So I'm showing that the patient's dental plan has lapsed. The effective date was [PII]. Patient's policy terminated [PII]. I do not show any other active coverage with us at this time.
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] Uh, all right, perfect. Thank you so much. That will be all the information that I needed. I hope you have a great day then.
[AGENT][POSITIVE] You too [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye.