AccountId: 011433970860
ContactId: b938082b-a152-4738-abc8-17573ff51b0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123559 ms
Total Talk Time (AGENT): 50474 ms
Total Talk Time (CUSTOMER): 31328 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/b938082b-a152-4738-abc8-17573ff51b0a_20250523T18:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from Smartest Dental. I was trying to verify a patient's insurance.
[AGENT][POSITIVE] OK, well I can definitely help you with the eligibility. And did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01833943
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII]. 1st name [PII], last name [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing he doesn't have any active policies with us. Um, this policy was active from [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII], sir?
[AGENT][NEUTRAL] Hold on one moment let me.
[AGENT][NEUTRAL] Alright, so it was active from [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, that's it for today. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thank you, bye bye.