AccountId: 011433970860
ContactId: bdf15754-7225-460a-9ce0-b7e7a761fdaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94730 ms
Total Talk Time (AGENT): 45601 ms
Total Talk Time (CUSTOMER): 32918 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/bdf15754-7225-460a-9ce0-b7e7a761fdaa_20250507T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm with Shawnee Pediatric Dentistry. I was just needing to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] I believe it should be 02304441.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one quick moment, please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. I'm showing his effective date is [PII].
[AGENT][NEUTRAL] And I show the policy terminated on [PII], and this is for dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I don't show.
[AGENT][NEUTRAL] Any active policies.
[CUSTOMER][POSITIVE] OK perfect I think that was all I needed thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. You have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.