AccountId: 011433970860
ContactId: c3c43a59-7f7c-4c2d-a477-044fd5656d08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98279 ms
Total Talk Time (AGENT): 39675 ms
Total Talk Time (CUSTOMER): 38498 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/c3c43a59-7f7c-4c2d-a477-044fd5656d08_20250225T14:00_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from Smile Culture Dental, calling to check eligibility for a patient of ours.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Is 1,163,140.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes, I just need to see if if they're active.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK, have they used anything of the 1500 that they have?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am. He's not met the deductible are you sending the maximum.
[CUSTOMER][NEUTRAL] OK, and who am I speaking with?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And is there a reference number regarding our our call [PII]?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much have a good one.
[AGENT][POSITIVE] Thank you [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.