AccountId: 011433970860
ContactId: e32742b0-ddec-49dc-a5b7-35b4241b967e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82900 ms
Total Talk Time (AGENT): 41088 ms
Total Talk Time (CUSTOMER): 26176 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e32742b0-ddec-49dc-a5b7-35b4241b967e_20250603T19:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, I just want to check if the policy is active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 2051968
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, let's see. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII], I'm gonna spell the last name [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, this work, OK, OK, and this is for dental, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII], he is active under the plan, and if you like, if you need benefits, we can send a fax back.
[CUSTOMER][NEUTRAL] No, I just to check if it's active. That's all I needed.
[AGENT][NEUTRAL] OK, yes, ma'am. He is active.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Yes sir you too bye bye.
[AGENT][NEUTRAL] Bye.