AccountId: 011433970860
ContactId: f0f32482-87f5-4c77-a90d-4e74171a6447
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124139 ms
Total Talk Time (AGENT): 45780 ms
Total Talk Time (CUSTOMER): 55339 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/f0f32482-87f5-4c77-a90d-4e74171a6447_20250613T13:38_UTC.wav
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[CUSTOMER][NEUTRAL] Hey, you can put that thing in a stop.
[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling to see if a policy is active for a patient.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] Um, looks like I have a social. I have [PII].
[AGENT][NEUTRAL] OK, let me try that here. Give me just a moment.
[CUSTOMER][POSITIVE] They like me of how we will last so far and then I'll send that off.
[CUSTOMER][NEUTRAL] That time over.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] this dog can learn new tricks.
[AGENT][NEUTRAL] What is the insured's first and last name please?
[CUSTOMER][NEUTRAL] Um, you want the policy holder or the patient I'm calling about? Sorry.
[AGENT][NEUTRAL] Uh, let's try policyholder.
[CUSTOMER][NEUTRAL] All right, [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] What did I
[AGENT][NEUTRAL] All right. And then are we looking for um who is the dependent that's receiving treatment?
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect. And we're looking for dental coverage or medical?
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK. Patient does have an active dental plan with us. The effective date on here is [PII] for [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you need us to, we can also send a fax back with a breakdown of benefits.
[CUSTOMER][NEUTRAL] No, I'm OK. And what was your name again? I didn't catch it. It was so loud in here.
[AGENT][NEUTRAL] That's right. My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] When I picked up
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Yeah.