AccountId: 011433970860
ContactId: b0c733a0-1684-4939-b5c4-7f78557738f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88290 ms
Total Talk Time (AGENT): 41145 ms
Total Talk Time (CUSTOMER): 29909 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/b0c733a0-1684-4939-b5c4-7f78557738f2_20250604T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm trying to verify dental benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits. May I please take your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] [PII] [PII] with Accent Dental Group.
[AGENT][NEUTRAL] OK, thank you very much Ms. [PII], and what is the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII]. Policy number 02146327.
[AGENT][NEUTRAL] OK, let me pull up her policy.
[AGENT][NEUTRAL] Alright, I do show that this policy for [PII] is no longer active. The policy did terminate on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'll reach out to her. Thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.