AccountId: 011433970860
ContactId: f86ac7a9-7bac-4fc8-b2ea-f27ef1928d34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84389 ms
Total Talk Time (AGENT): 36330 ms
Total Talk Time (CUSTOMER): 29415 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/f86ac7a9-7bac-4fc8-b2ea-f27ef1928d34_20250113T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to see if one of our patients has an active dental policy this year.
[AGENT][NEUTRAL] OK, I can help with that. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Thank you [PII], and what is your callback number if we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and what is the policy number please?
[CUSTOMER][NEUTRAL] It is 02476315.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And just to verify or re-verify I have that as 02476315.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information. You're calling to check to see if the patient is still active. Um, I apologize, she is not. The policy termed as of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, [PII] you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I will call her thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling AP. I'll take care bye.
[CUSTOMER][NEUTRAL] OK bye.