AccountId: 011433970860
ContactId: b7071609-a896-4ddf-a511-0b3faad68ea1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74080 ms
Total Talk Time (AGENT): 19930 ms
Total Talk Time (CUSTOMER): 23718 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b7071609-a896-4ddf-a511-0b3faad68ea1_20250603T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Tyland Creek Family Dentistry. I was just calling to check patients' eligibility and see how much remaining benefits they had left.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and their um benefit balance. Uh, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Um, 02289125.
[AGENT][NEUTRAL] And what is that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Oh, it looks like this policy terminated [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] That's all I needed to know. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.