AccountId: 011433970860
ContactId: c279b265-49aa-4243-9bc9-e20d459b427c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74330 ms
Total Talk Time (AGENT): 39645 ms
Total Talk Time (CUSTOMER): 18408 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/c279b265-49aa-4243-9bc9-e20d459b427c_20250512T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Just trying to see uh eligibility for one of our patients, please.
[AGENT][NEUTRAL] All right. I'm happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02149780.
[AGENT][POSITIVE] Alright, thank you so much let me pull that up.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And then for verification, can I get the patient's first and last name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Alright thank you so much.
[AGENT][NEUTRAL] And were you looking for medical or dental coverage?
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] Dental. OK. So it looks like the patient's plan effective date [PII]. It has lapsed as of [PII]. I don't show any other active dental coverage with us.
[CUSTOMER][NEUTRAL] OK, so she's terminated.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for that information.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.