AccountId: 011433970860
ContactId: c7a821a3-d978-4fc2-bbe5-db86f108c84b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166070 ms
Total Talk Time (AGENT): 47512 ms
Total Talk Time (CUSTOMER): 81267 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/c7a821a3-d978-4fc2-bbe5-db86f108c84b_20250514T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You say your name is [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from provider's office, and I was calling to check dental benefits for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Can I please get your call back number and the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] I'm sorry, your phone is breaking up, um, pretty badly. Um, um, the number is [PII] and the, and what else you need? You said that the provider name?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, the provider is gonna be.
[CUSTOMER][NEUTRAL] Doctor [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the last name is spelled [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII] and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, the patient, I'm gonna spell it. The first name is [PII]
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the patient.
[CUSTOMER][NEUTRAL] Date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number on the card here is.
[CUSTOMER][NEUTRAL] I'm sorry, pulling it up again.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 02295422
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for Mr. [PII] is no longer active. The policy did lapse on [PII].
[AGENT][NEUTRAL] And there are no active policy is on at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help, [PII].
[AGENT][POSITIVE] You're so welcome, Ms. [PII]. I hope you have a wonderful day and we thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.