AccountId: 011433970860
ContactId: e4dce1f8-0611-46d0-8f30-01b11a5c097b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238779 ms
Total Talk Time (AGENT): 53205 ms
Total Talk Time (CUSTOMER): 42630 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/e4dce1f8-0611-46d0-8f30-01b11a5c097b_20250407T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling from a dental office and I was just trying to verify benefits for a patient that's coming in tomorrow.
[AGENT][POSITIVE] Yeah, of course, I can help you with those benefits today.
[AGENT][NEUTRAL] Do you have the patient's uh policy number?
[CUSTOMER][NEUTRAL] Mhm um 02381442.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, what is the patient's first and last name and the date of birth?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you. And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then can I just put you on a brief hold really quick while I look into these benefits? OK, thanks.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, there are 5 minutes
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] It is one.
[AGENT][POSITIVE] Hey, thank you for holding.
[CUSTOMER][NEUTRAL] Mhm, uh huh.
[AGENT][NEUTRAL] So, it looks like this policy is no longer active for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, when did it terminate?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, just one second.
[CUSTOMER][NEUTRAL] I know he was in a temp agent like through a temp agency so he might have got on with the company insurance.
[AGENT][NEUTRAL] Um, it looks like it was [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Mhm. All right. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, that's it
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Alright, bye.