AccountId: 011433970860
ContactId: bdbcf52a-5b29-454e-8827-ec921b876cba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100699 ms
Total Talk Time (AGENT): 46998 ms
Total Talk Time (CUSTOMER): 53678 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/bdbcf52a-5b29-454e-8827-ec921b876cba_20250206T17:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from a dental office to verify eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, sure. I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Ms. [PII], may I have your call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the name of the?
[AGENT][NEUTRAL] Location.
[CUSTOMER][NEUTRAL] Doctor [PII]
[CUSTOMER][NEUTRAL] So based on the right purchasing.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02412451.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. All right. And OK, this particular policy has been terminated. Um, it was effective from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I need to contact him and see if he has new insurance. OK, I appreciate that.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss. [PII]?
[CUSTOMER][POSITIVE] No, ma'am, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Bye-bye.