AccountId: 011433970860
ContactId: cdca94ca-0613-4f69-a7dd-c626f9f1c0b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68120 ms
Total Talk Time (AGENT): 34648 ms
Total Talk Time (CUSTOMER): 19670 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/cdca94ca-0613-4f69-a7dd-c626f9f1c0b6_20250512T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey I was calling to get a verification on dental benefits.
[AGENT][POSITIVE] All right. I'm happy to verify benefits for you today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] 02592563
[AGENT][POSITIVE] Thank you so much. And then for documentation, can I get your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Right. So it looks like patient's dental plan has lapsed as of [PII]. I'm not showing any other uh active dental coverage with us.
[CUSTOMER][NEUTRAL] So it lapsed OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right I appreciate your help with that.
[AGENT][POSITIVE] Not a problem. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.