AccountId: 011433970860
ContactId: a58361d5-8719-437b-a287-67d2d216e504
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96000 ms
Total Talk Time (AGENT): 22346 ms
Total Talk Time (CUSTOMER): 48096 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/a58361d5-8719-437b-a287-67d2d216e504_20250508T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just actually trying to verify if the patient's policy is still active.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and provider's office and callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Um office is Triad Orthodontics. It's [PII]
[CUSTOMER][NEUTRAL] Um, and then phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do. It's gonna be 251.
[CUSTOMER][NEUTRAL] 452 5.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] Station is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Yeah, it looks like this policy terminated [PII].
[CUSTOMER][NEUTRAL] 825 of 24. OK, alrighty, um, they did provide us with a new policy, so I didn't know if that was replacing that one or sorry, replacing this one or if it was an addition to so that is gonna answer all I needed. Would you have a reference number for our call?
[AGENT][NEUTRAL] It's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect [PII], thank you so much for all of your help. um I hope you have a great rest of your day.
[AGENT][POSITIVE] Thank you for calling APL. I hope you do too.
[CUSTOMER][POSITIVE] Thank you bye bye.