AccountId: 011433970860
ContactId: acf6187c-1b66-4a14-83ba-33f388239b1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127120 ms
Total Talk Time (AGENT): 49734 ms
Total Talk Time (CUSTOMER): 64753 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/acf6187c-1b66-4a14-83ba-33f388239b1d_20250108T19:51_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with pediatric and Adolescent dentistry. I'm just trying to verify active coverage for a family and get um an effective date.
[AGENT][NEUTRAL] OK, I can help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 02451928
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me the last 4.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Did you say [PII], the last four digits, did you say [PII] or [PII]? OK, [PII]. I got it transposed in my head.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] yeah.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Well, there are about 5 patients total. Um, do you want policyholder or start with the patients?
[AGENT][NEUTRAL] Uh, give me the policy name and date of date of birth, the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, policyholder is [PII]. Oh, OK. OK, let's start with [PII], birthday [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are they
[CUSTOMER][NEUTRAL] And just wanna verify active.
[AGENT][NEUTRAL] Are they within the same family?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, go ahead and give me each name and date of birth.
[CUSTOMER][POSITIVE] Oh perfect. [PII] birthday [PII].
[CUSTOMER][NEUTRAL] [PII], birthday [PII].
[CUSTOMER][NEUTRAL] [PII] [PII] and [PII], [PII].
[AGENT][NEUTRAL] OK, great. So the policy number for all is [PII].
[CUSTOMER][NEUTRAL] That's the effective date.
[AGENT][NEUTRAL] Uh-huh, and I'm checking to make sure that the policy is currently active for each of them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy is active.
[CUSTOMER][POSITIVE] Active. OK, that is all that I needed thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're welcome, [PII]. Anything else?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Yep you too bye.
[AGENT][NEUTRAL] Bye bye.