AccountId: 011433970860
ContactId: c3becffe-6f34-49f8-93ee-060bfbab7c24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72199 ms
Total Talk Time (AGENT): 35768 ms
Total Talk Time (CUSTOMER): 25889 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c3becffe-6f34-49f8-93ee-060bfbab7c24_20250213T17:49_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], I'm calling from Associates in pediatric Dentistry to see if the dental policy is active for a patient.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, we have 608-745.
[AGENT][NEUTRAL] OK, let's take a look here.
[AGENT][NEUTRAL] And if I could get the uh patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's two patients the same family, um, [PII], they were [PII].
[CUSTOMER][NEUTRAL] And the sibling [PII].
[AGENT][NEUTRAL] All right, so
[AGENT][NEUTRAL] [PII], OK, so they're both active. They just have different effective dates. Uh, [PII] is effective as of [PII].
[AGENT][NEUTRAL] And then [PII] was effective [PII].
[CUSTOMER][NEUTRAL] Alright, we're both currently active you said right?
[AGENT][NEUTRAL] Mhm they are both currently active, yep.
[CUSTOMER][POSITIVE] Alright, that's all I needed thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye.