AccountId: 011433970860
ContactId: b2581791-f461-4857-b674-209a4ae2222a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198750 ms
Total Talk Time (AGENT): 75476 ms
Total Talk Time (CUSTOMER): 93222 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/b2581791-f461-4857-b674-209a4ae2222a_20250624T21:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, yes, this is [PII] with APL. How may I assist you?
[CUSTOMER][NEUTRAL] Actually I have a patient, uh, I have two patients. I need a lot the benefit and the um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Uh, also very effective date also, so could you please help me out.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah I'm doing good.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02594532
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And what is the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] The name is uh [PII].
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] Uh it's C R E S T O N and dental is D E N T A L.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. All right. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, the first patient name is uh [PII], is [PII]. It's [PII] And the last name is [PII]. It's [PII] and the date of birth is um [PII].
[AGENT][NEUTRAL] OK, and what's the second member, the name and date of birth?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] It's [PII] is I mm and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. OK, so this particular policy is terminated. It was effective from [PII], and there's no other policies available. Uh-huh. Yes, yes.
[CUSTOMER][NEUTRAL] Uh, give me a moment. Give me a moment. Could you please repeat it again? [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The both patient is terminate uh terminate, right?
[AGENT][NEUTRAL] Yes, they're terminated. Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Same effective and same uh termination date, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, could you spell out your name for me please.
[AGENT][NEUTRAL] Sure, that's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's all, right?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] And the reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you, [PII]. Thank you so much for helping me.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] For someone