AccountId: 011433970860
ContactId: 03623496-e727-451d-8183-464e74930438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179289 ms
Total Talk Time (AGENT): 77685 ms
Total Talk Time (CUSTOMER): 56684 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/03623496-e727-451d-8183-464e74930438_20250227T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm thinking, I think I called right apartment right line.
[CUSTOMER][NEUTRAL] Uh, my dental insurance?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm just trying to see if it's if it's at this.
[AGENT][POSITIVE] If it's what I'm sorry.
[CUSTOMER][NEUTRAL] Is my dental insurance, is it active?
[AGENT][NEUTRAL] Oh, OK, yeah, I can get your policy pulled up and we'll check that that's active. Uh, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 7. OK, got it. Thank you. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a I have a 0025.
[CUSTOMER][NEUTRAL] 79
[CUSTOMER][NEUTRAL] 702.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. And so I'm just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] You said date of birth?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that information. Um, OK, so yes, your uh dental policy is active. If you'd like, I can send you a copy of your policy so you can see uh all of the covered benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want me to send that to you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am.
[AGENT][NEUTRAL] OK, um, did you want to just email it to you? I have, uh, [PII].
[CUSTOMER][NEUTRAL] Yeah, you
[CUSTOMER][NEUTRAL] Yes, that's it, uh-huh.
[AGENT][NEUTRAL] OK alrighty I will get that sent to you uh did you have any other questions for me?
[CUSTOMER][NEUTRAL] Uh, yes, uh, yesterday I was at my, when I was at the dentist's office.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] They said they couldn't, they couldn't find none of my information when they try to uh.
[CUSTOMER][NEUTRAL] Check the insurance online.
[AGENT][POSITIVE] Sure, if there's ever an issue with that, uh, they are more than welcome to give us a call. So if you run into anything like that where there's confusion, um, you can have them call us and we'll be able to explain the policy to them and give them that information.
[CUSTOMER][NEUTRAL] My own
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, sounds good. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] All right well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.