AccountId: 011433970860
ContactId: b984a1d9-2b37-49e5-8879-4e97a87921fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94860 ms
Total Talk Time (AGENT): 43241 ms
Total Talk Time (CUSTOMER): 33728 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/b984a1d9-2b37-49e5-8879-4e97a87921fa_20250121T22:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. I'm calling from a dental office and I'm trying to see if a patient still has active coverage.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with eligibility. Can you please give me your callback number?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] I'm at [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh 500.
[CUSTOMER][NEUTRAL] And then 249.
[CUSTOMER][NEUTRAL] 893 2.
[AGENT][NEUTRAL] OK, let me look and see.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. It lapsed on [PII]. I'm gonna check to see if he has anything active for dental.
[AGENT][NEUTRAL] He does not have any active policies with us.
[CUSTOMER][NEUTRAL] OK, that probably.
[CUSTOMER][NEUTRAL] OK, that's what I was afraid of. All right, well thank you very much for the information that is all I needed to know.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a good week and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh