AccountId: 011433970860
ContactId: be0958d3-d624-4764-a592-12f4c7727a48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66239 ms
Total Talk Time (AGENT): 26778 ms
Total Talk Time (CUSTOMER): 39166 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/be0958d3-d624-4764-a592-12f4c7727a48_20250617T15:18_UTC.wav
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[CUSTOMER][NEUTRAL] You're gonna have.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from my dental provider's office. I'm trying to see if a patient is still active under your plan.
[AGENT][NEUTRAL] OK, yeah, I can check that eligibility for you, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, I do. Let's see, it's going to be 64 I'm 614-113.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII] Last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much have a good day.
[AGENT][POSITIVE] Alright thank you you too bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.