AccountId: 011433970860
ContactId: f3290bb9-e679-4f96-b0b0-37b6236567c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129470 ms
Total Talk Time (AGENT): 50640 ms
Total Talk Time (CUSTOMER): 53307 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f3290bb9-e679-4f96-b0b0-37b6236567c0_20250122T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], [PII] with Merman Dental, and I'm just calling to see if this plan the person's plan remains in effect and if there's been any changes.
[AGENT][NEUTRAL] OK, [PII], I can help you with the eligibility.
[AGENT][NEUTRAL] Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure thing thank you it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient.
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] OK. And his policy number?
[CUSTOMER][NEUTRAL] And his, I'm sorry, what?
[AGENT][NEUTRAL] His policy number?
[CUSTOMER][NEUTRAL] Policy number I've got a group number.
[CUSTOMER][NEUTRAL] Maybe I just put it in a group number. Let's try this.
[CUSTOMER][NEUTRAL] 00.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 69
[CUSTOMER][NEUTRAL] 5305.
[AGENT][NEUTRAL] OK, let me see if I could pull it in.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I do have that's a good policy number for him, and he does have an active policy. His effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there has not been any changes to his policy.
[CUSTOMER][POSITIVE] That is exactly what I needed thank you so very much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Have a good rest of your day, [PII].
[AGENT][POSITIVE] I appreciate you too [PII] and thanks for calling APL you have a great rest of your week.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.