AccountId: 011433970860
ContactId: a2dca7e2-5b9f-422f-8f22-e0c76405a3df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149970 ms
Total Talk Time (AGENT): 70197 ms
Total Talk Time (CUSTOMER): 68476 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/a2dca7e2-5b9f-422f-8f22-e0c76405a3df_20250116T20:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm sorry I missed your name. What is your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, this is [PII]. I'm just calling to see if a patient is still um active with this dental insurance.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm, uh, area code [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is uh his policy number?
[CUSTOMER][NEUTRAL] Mm, 454547.
[AGENT][NEUTRAL] 454547. OK, let's look that up.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sounds like I just made that up but that's what I'm looking at.
[AGENT][NEUTRAL] I know, right?
[AGENT][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] And I'm also thinking that's short too um but maybe.
[AGENT][NEUTRAL] It is, um,
[AGENT][NEUTRAL] Yeah. Let me look.
[CUSTOMER][NEUTRAL] Maybe she was one of the first people to get one of these policies.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Yes, um, the policy is no longer active. It lapsed on [PII], but she had had the policy since [PII].
[CUSTOMER][NEUTRAL] Oh yeah she's had it for a long time. OK, yeah that's why the number's so short I think OK, it lapsed when because I'm gonna call her and let her know lapsed.
[AGENT][NEUTRAL] Yeah. Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] maybe she's using something different, maybe she's not, but um.
[AGENT][NEUTRAL] Let me look. I'm gonna look on my end and see if there's another one. No, she doesn't have any active policies with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where.
[CUSTOMER][NEUTRAL] OK, alright, I will call in.
[CUSTOMER][POSITIVE] We'll talk about it with her. Thank you so much for helping me to.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too alrighty bye bye.
[AGENT][NEUTRAL] Bye-bye.