AccountId: 011433970860
ContactId: aee7c40c-c5bb-491b-8e56-3671cb524c7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159369 ms
Total Talk Time (AGENT): 48688 ms
Total Talk Time (CUSTOMER): 47412 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/aee7c40c-c5bb-491b-8e56-3671cb524c7b_20250616T18:27_UTC.wav
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[AGENT][NEUTRAL] This is [PII] with APL. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Win Dental. How are you doing today?
[AGENT][POSITIVE] Good, how are you doing?
[CUSTOMER][POSITIVE] Yes, I'm doing great. Can you please help me with the dental benefits and eligibility?
[AGENT][POSITIVE] I can help you with eligibility and benefits. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes, the policy number is 228.
[CUSTOMER][NEUTRAL] 8041.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, the patient's name is
[CUSTOMER][NEUTRAL] [PII]. and the date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[AGENT][NEUTRAL] Let me see just real quick.
[AGENT][NEUTRAL] Alright, it looks like this policy had an effective date of [PII], and the policy lapsed on [PII].
[CUSTOMER][NEUTRAL] OK, the policy has been termed, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The effective date is [PII] and termed on [PII], right?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK, so there is no other active plan for this patient?
[AGENT][NEUTRAL] Uh, right, there's no more active policies for APL.
[CUSTOMER][POSITIVE] OK, yes, that's all the information I need. Thank you so much for your time and patience. And can I get the call reference number for this call, [PII]?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and last initial in today's date, so [PII] in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much and have a wonderful day bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.