AccountId: 011433970860
ContactId: d374d2bc-1a3f-474b-b4a0-52d829082ae5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116339 ms
Total Talk Time (AGENT): 49048 ms
Total Talk Time (CUSTOMER): 30588 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/d374d2bc-1a3f-474b-b4a0-52d829082ae5_20250414T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling.
[CUSTOMER][NEUTRAL] to consult eligibility for to see if the plan is active.
[AGENT][NEGATIVE] I'm very sorry. It's uh very difficult to hear you. I can't understand what you're saying.
[CUSTOMER][NEUTRAL] I'm calling from a dental provider's office to confirm that a plan is active.
[AGENT][POSITIVE] Oh yeah, I can check uh see if that plan's active. I appreciate you doing that um what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 02407212.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What is the date of birth?
[AGENT][NEUTRAL] Uh, the name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Perfect. Thank you for verifying that, [PII]. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if she might have one that's active, could just be a different policy number.
[AGENT][NEUTRAL] OK, she does not. This was the only policy she had with us.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all. Thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Goodbye.
[AGENT][POSITIVE] Thank you bye bye