AccountId: 011433970860
ContactId: fa90d4d6-af5f-4dd4-b957-115fd47e4bae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121720 ms
Total Talk Time (AGENT): 53365 ms
Total Talk Time (CUSTOMER): 33441 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/fa90d4d6-af5f-4dd4-b957-115fd47e4bae_20250604T16:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I, I was calling to verify if my patient had active dental coverage.
[AGENT][POSITIVE] OK, sure. I can assist you with eligibility. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Refresh Dental.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I have 02358069.
[AGENT][NEUTRAL] Thank you, Miss. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, Miss [PII], this policy is terminated. It was effective from [PII] and it terminated on [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You said it was effective from July. What was that date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there's no other active plans that you can see?
[AGENT][NEGATIVE] None with us.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, alrighty, do you have a reference number for our call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][POSITIVE] Um, no, that's it. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.