AccountId: 011433970860
ContactId: d76a5505-73fc-4026-b268-deed302a48c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142050 ms
Total Talk Time (AGENT): 56063 ms
Total Talk Time (CUSTOMER): 53321 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/d76a5505-73fc-4026-b268-deed302a48c0_20250619T19:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify patients um if she or.
[CUSTOMER][POSITIVE] Oh he has active coverage.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] It is called Smiles at Goose Creek but also known as Dental Professionals of South Carolina.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient's policy number is 02162343.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name is spelled [PII] Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. All right, Ms. [PII], um, this particular policy is terminated. It was terminated back in [PII]. There's no other policies available for this member.
[CUSTOMER][NEUTRAL] OK, so you said January.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, um, are you able to give me a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, sure. That's S as [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] And then today's day you said?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] OK, I will go ahead and let the patient be aware then thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Right.