AccountId: 011433970860
ContactId: e5e8c040-ecba-445c-b61d-2638a20ae83e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95220 ms
Total Talk Time (AGENT): 21628 ms
Total Talk Time (CUSTOMER): 46697 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/e5e8c040-ecba-445c-b61d-2638a20ae83e_20250403T15:40_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII] calling on behalf of dental office to check patient's eligibility and benefits for one patient. Can you please help me with that?
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure [PII], it's [PII] deadline extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01326525
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm showing this policy lapsed on [PII].
[CUSTOMER][NEUTRAL] Oh, patient policy termed on [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Some patient policy comes on [PII] and the patient uh [PII] does not have any other active policy for now, right.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] And, uh, this was the only patient I was having with this. I'm done with all my questions. Thank you so much for your help. I appreciate that and have a great.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you so much bye bye.
[AGENT][NEUTRAL] Mhm.