AccountId: 011433970860
ContactId: a0816083-c7f2-4331-8822-7c3b186f006a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94650 ms
Total Talk Time (AGENT): 43202 ms
Total Talk Time (CUSTOMER): 40858 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/a0816083-c7f2-4331-8822-7c3b186f006a_20250602T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hello, [PII]. My name is [PII] and I'm calling from the provider's office. I need patient dental benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with dental benefits. Can I please get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh sure. It's [PII].
[CUSTOMER][NEUTRAL] Uh yes, it is [PII].
[AGENT][NEUTRAL] Thank you and what is the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII]. Date of birth, [PII]. And the member ID is 02555309.
[CUSTOMER][NEUTRAL] I think that.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] All right, so looking at this policy for Ms. [PII], I do see that the policy is no longer active. The policy terminated on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So can I have the address number, sorry?
[AGENT][NEUTRAL] Yes, you can use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Great. So thank you, [PII]. Have a great day. Goodbye.
[AGENT][POSITIVE] You too. Thank you for calling APL [PII]. You have a wonderful day too.
[AGENT][NEUTRAL] Bye bye sir.