AccountId: 011433970860
ContactId: adec51d9-70b6-4e54-bad1-067fd4b5baa7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66900 ms
Total Talk Time (AGENT): 28098 ms
Total Talk Time (CUSTOMER): 32254 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/adec51d9-70b6-4e54-bad1-067fd4b5baa7_20250320T17:47_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I need to see if this patient's currently active.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name's [PII]. The callback number is [PII]. I'm calling from Benca Family Dentistry.
[AGENT][NEUTRAL] Can I have the policy number of the member that you're inquiring eligibility for, [PII]?
[CUSTOMER][NEUTRAL] 00613261
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth that you're inquiring, request the eligibility for?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and um, has any of the Macs been used for this year?
[AGENT][NEUTRAL] It has not utilized any of his benefits for 25 or made his deductible. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Lovely, thank you so much, that's it I appreciate your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] You too bye bye.