AccountId: 011433970860
ContactId: cb47e08d-0322-4b02-9418-a94b10b9f7fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151220 ms
Total Talk Time (AGENT): 59470 ms
Total Talk Time (CUSTOMER): 68405 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/cb47e08d-0322-4b02-9418-a94b10b9f7fe_20250221T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII].
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Oh correct. Oh yes, hi, I couldn't hear you.
[AGENT][NEUTRAL] OK, I'm here.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes Miss [PII], I can hear you. Can you hear me?
[CUSTOMER][NEUTRAL] Hey, your voice is going in and out a little bit. That's probably why this is such a strange phone call here, um.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] I can hear you now. um I just need to verify eligibility for a dependent on a policy please for dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that this [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And it's Doctor [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you and um the eligibility for what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, um, the subscriber ID is 2506648.
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] Patient is [PII] and her birthday is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, I have all the.
[CUSTOMER][NEUTRAL] I have all the information and everything and the group number is 18072. I just need to make sure she is active.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually this policy, the whole policy is no longer active for the family. It lapsed on [PII].
[CUSTOMER][POSITIVE] Good to know good to know good to know.
[AGENT][NEUTRAL] Let me see if they've got another one, yeah.
[AGENT][NEUTRAL] Let me check. I'm gonna look and see if they have anything active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] No, ma'am, they do not.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, I'll reach out to the parent. Thank you for your time you have a wonderful weekend.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You too, Miss [PII], thank you so much and thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Oh thank you uh huh bye bye.