AccountId: 011433970860
ContactId: f29a4fbc-674f-4d90-a14e-c7091e2e7d9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91660 ms
Total Talk Time (AGENT): 29375 ms
Total Talk Time (CUSTOMER): 49213 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/f29a4fbc-674f-4d90-a14e-c7091e2e7d9f_20250107T21:30_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Bis Pond Dental on behalf of a patient just looking to make sure that their policy is still active and get an effective date.
[AGENT][POSITIVE] Sure, I can assist you with that.
[AGENT][NEUTRAL] I have a callback number for you and that policy number.
[CUSTOMER][NEUTRAL] Yes, [PII] that is our callback number and then the um.
[CUSTOMER][NEUTRAL] Patients member ID is 02110651.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], uh, date of birth [PII].
[AGENT][NEUTRAL] And you're calling to verify eligibility. This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK perfect um since I have you here uh on this specific policy.
[CUSTOMER][NEUTRAL] Um, is there any implant coverage?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No coverage. OK, alright, that's all I needed today. Thank you for your time.
[AGENT][POSITIVE] You're welcome. Is there anything else that, well, you just said that's all you need for today. But thanks for calling. Mhm. Thanks for calling ATL. You have a great day.
[CUSTOMER][POSITIVE] That's all right. That's all right. I get it. We're getting to the end of the day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, goodbye.