AccountId: 011433970860
ContactId: 03a08c08-a9fd-408d-bd8e-d59574e62ccb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242020 ms
Total Talk Time (AGENT): 91339 ms
Total Talk Time (CUSTOMER): 74565 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/03a08c08-a9fd-408d-bd8e-d59574e62ccb_20250130T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yeah, my name is [PII]. Um, I'm just calling about the dental coverage. How does that work? Like what's covered?
[AGENT][NEUTRAL] OK. Now you have a policy with us?
[CUSTOMER][POSITIVE] I believe so, yes.
[AGENT][NEUTRAL] OK. Do you happen to have that policy number?
[CUSTOMER][NEUTRAL] So 0258.
[CUSTOMER][NEUTRAL] 623 2.
[AGENT][NEUTRAL] I'm sorry, you said 2583222?
[CUSTOMER][NEUTRAL] 02586232.
[AGENT][POSITIVE] OK, thank you. Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Can I get you to verify your birthday and address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the zip code, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Mr. [PII], and will you verify your email address also?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. That is what we show and, and do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. I appreciate that. Um, but you are calling to verify your benefits to see what they are?
[CUSTOMER][NEUTRAL] Yeah, yeah, with the dental, um, because I have to get some dental work done and uh I'm just trying to see what's.
[CUSTOMER][NEUTRAL] What, what's covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes sir, now I will need to transfer you to our benefits department but if you can hold on I'll get someone on the line for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I will let them know we verified your information so you won't have to do that again.
[CUSTOMER][POSITIVE] Alright perfect thank you
[AGENT][NEUTRAL] OK, thank you, but before I transfer you, is there anything I can do for you?
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] ring
[CUSTOMER][NEUTRAL] This is [PII]. May I help you?
[AGENT][NEUTRAL] Hey, this is [PII] in customer service. I have an insured on the line and he wanted to talk to someone about benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is the um policy number is 258-6232.
[CUSTOMER][NEUTRAL] Hold on just a second, let me get that pulled up.
[CUSTOMER][NEUTRAL] OK, and you verified everything. Do you have a callback number?
[AGENT][NEUTRAL] Um, yes, it is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did verify all this information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, thank you. Here he comes.
[CUSTOMER][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] Yeah, um, I am just calling in regards to my dental coverage. I'm trying to get some dental, uh, surgery going and just trying to figure out what that.