AccountId: 011433970860
ContactId: fd633d2e-c91a-4958-b113-a4d5e65e9a91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97239 ms
Total Talk Time (AGENT): 45869 ms
Total Talk Time (CUSTOMER): 39700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/fd633d2e-c91a-4958-b113-a4d5e65e9a91_20250304T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from Smile Culture Dental calling to check eligibility for a patient of ours.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] It's 116-3140.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] say something about
[AGENT][NEUTRAL] OK, they do not. This was the only policy they had with us.
[CUSTOMER][NEUTRAL] OK, and I'm I'm sorry, who am I speaking with one more time?
[AGENT][NEUTRAL] [PII] with the APL.
[CUSTOMER][NEUTRAL] I'm sorry, your name one more time? I'm sorry.
[AGENT][NEUTRAL] It's OK. [PII]
[CUSTOMER][NEUTRAL] And um [PII] is there a um a reference number regarding our call?
[AGENT][NEUTRAL] So it would just be my first name, last initial, and today's date, uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye bye.
[AGENT][POSITIVE] Thank you bye bye.