AccountId: 011433970860
ContactId: eeae386c-5ea3-44ad-b5ee-93e31c280ab5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79480 ms
Total Talk Time (AGENT): 19676 ms
Total Talk Time (CUSTOMER): 36279 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/eeae386c-5ea3-44ad-b5ee-93e31c280ab5_20250616T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from the office of Doctor Mosa Shen Dental Clinic. I just have a specific question, uh, for out of network coverage for one of our patients.
[AGENT][NEUTRAL] OK, [PII], I can help you with um coverage questions. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yeah, it's 02415863.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII], [PII].
[AGENT][NEUTRAL] OK, it looks like the policy term 2-16-25.
[CUSTOMER][NEUTRAL] Uh, 216 of 25, no other active coverage.
[AGENT][NEUTRAL] Um, no, I do not show any other active coverage.
[CUSTOMER][POSITIVE] Alright, OK, well, since no other active coverage is all for me today, thank you so much for checking. Have a great day, [PII].
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.
[CUSTOMER][NEUTRAL] All right. Bye.