AccountId: 011433970860
ContactId: dedec947-3b8b-41a5-a336-74b12ab1da3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104099 ms
Total Talk Time (AGENT): 40152 ms
Total Talk Time (CUSTOMER): 41920 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/dedec947-3b8b-41a5-a336-74b12ab1da3b_20250429T18:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, and I was just needing to verify if a patient had active dental coverage at this time, please.
[AGENT][POSITIVE] All right. I'm happy to check on coverage and benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it is 00614095.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I could grab your first name and a callback number please.
[CUSTOMER][NEUTRAL] My name is [PII]. Telephone number is [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it is [PII] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is still active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Perfect and then can you tell me if she has used any of our benefits for this year?
[AGENT][POSITIVE] Yeah, absolutely, let's take a look here.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 4:29. I can't believe we're almost to May.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] That's crazy, right?
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] All right, so it looks like patient has not used anything thus far.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, OK, well done.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] For this year.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] All right perfect well thank you so much for your help you have a great day.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][POSITIVE] Thank you