AccountId: 011433970860
ContactId: fdffb705-6583-4ad5-b828-1a490891e7bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96529 ms
Total Talk Time (AGENT): 28750 ms
Total Talk Time (CUSTOMER): 53648 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/fdffb705-6583-4ad5-b828-1a490891e7bd_20250220T15:53_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from I Smile Dental Clinic. I'm just calling to check if one of our patients' plan is active. Can you help me with that?
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] I'm sure my name is [PII] callback number this is direct, that would be [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] The member ID number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For the member ID that would be 2259801 for [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. You're calling to verify eligibility. This member's policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] Thank you for that. So yeah, I just go to check if Patience's plan is active today, and if I can just have your name and the reference number, please. Thank you.
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And today's date as a reference because JD we don't provide reference numbers.
[CUSTOMER][NEUTRAL] Oh, all right, just your name and today's date.
[AGENT][POSITIVE] Yes, that's correct. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] I mean, I only called to check if patients plan is active. That's all for me today, [PII]. Thank you so much and bye for now.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thank you.