AccountId: 011433970860
ContactId: c496c7a5-c476-4559-814b-d6312fad4e55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122800 ms
Total Talk Time (AGENT): 50050 ms
Total Talk Time (CUSTOMER): 51031 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/c496c7a5-c476-4559-814b-d6312fad4e55_20250324T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm checking for eligibility and to make sure um we're in network for patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility and network. Um, may I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes my name is [PII].
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then um can you give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's Aris and that's A E R I S Family Dental.
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, name is [PII], last name [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] And it looks like the subscriber ID I have is 02450858.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so looking at the policy, Mr. [PII] does have a lapsed policy that's no longer active. Um, the policy laps date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect alrighty so I'll go ahead and let him know.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with before we go, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, well, I think that is it for now.
[AGENT][POSITIVE] OK, well, you take care and have a wonderful week. Thanks for calling APL.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][POSITIVE] You as well thank you so much.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Mhm bye bye.