AccountId: 011433970860
ContactId: a4170b18-fd9c-4990-9282-9ebfa0ba5ec5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150720 ms
Total Talk Time (AGENT): 54439 ms
Total Talk Time (CUSTOMER): 40949 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/a4170b18-fd9c-4990-9282-9ebfa0ba5ec5_20250611T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling to verify benefits and eligibility for a patient.
[AGENT][POSITIVE] Sure, I can help you with eligibility and benefits. Um, who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] calling from Allure Dental.
[AGENT][NEUTRAL] Did you say allure Dental?
[CUSTOMER][NEUTRAL] Yeah, a lower dental.
[AGENT][NEUTRAL] OK, can I get a good callback number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] I'm sorry, I have [PII] and what were the last two?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm so sorry. And uh what is the policy number?
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] That's gonna be 02477692.
[AGENT][NEUTRAL] Alright, give me just one moment to look that up.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Great, thank you so much.
[AGENT][NEUTRAL] Alright, I'm showing that this policy had an effective date of [PII]. Looks like the policy lapsed on [PII].
[CUSTOMER][NEGATIVE] Got it, um, so it turned on in February and no new policy.
[AGENT][NEUTRAL] Um, I did not see any new policies on file, no.
[CUSTOMER][NEUTRAL] Got it perfect OK um if I could just have your name and a reference number?
[AGENT][NEUTRAL] Sure, we don't have reference numbers, but you can use my name and last initial in today's date. So [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much have a good day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well.