AccountId: 011433970860
ContactId: d72df09a-669b-42a5-88ab-74bf429c8c42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151740 ms
Total Talk Time (AGENT): 59649 ms
Total Talk Time (CUSTOMER): 54688 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/d72df09a-669b-42a5-88ab-74bf429c8c42_20250528T16:27_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 was calling to see if my patient's policy is still active with you all.
[AGENT][NEUTRAL] OK, I can check eligibility uh for you. May I get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and a good call back is [PII], and that's a direct line.
[AGENT][NEUTRAL] Thank you, Ms. [PII], and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, Abbeville Dental Group.
[AGENT][NEUTRAL] OK, and then may I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, first name is [PII]. Last name is [PII], that's [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the ID I have is 02479073.
[AGENT][NEUTRAL] OK, let me look this up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I do show that [PII] still has an active policy and the effective date of the policy is [PII].
[CUSTOMER][NEUTRAL] OK. And can you tell me if his um spouse is also active on this plan?
[AGENT][NEUTRAL] Let me check for you real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, um, the policy is active for her also. She's a member and it's also the same effective date [PII].
[CUSTOMER][POSITIVE] All right, perfect. All right. That's all I needed. Thank you so much for your help today.
[AGENT][POSITIVE] Well, you're so very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, that should be it. Thank you.
[AGENT][POSITIVE] Alright, well you have a wonderful day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Mm bye-bye, ma'am.