AccountId: 011433970860
ContactId: 09abfb38-0893-4c71-8368-04ca0da9c140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194740 ms
Total Talk Time (AGENT): 66946 ms
Total Talk Time (CUSTOMER): 62802 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/09abfb38-0893-4c71-8368-04ca0da9c140_20250115T18:24_UTC.wav
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[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], how are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] All right. I was calling because I, I got this insurance policy through my job.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was trying to see.
[CUSTOMER][NEUTRAL] Which child did I put down on my insurance for the dental? Was it Zy or was it Lanaya?
[AGENT][POSITIVE] OK, we can definitely take a look. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] The, is it the policy certification number?
[AGENT][NEUTRAL] Uh-huh. Correct, yeah.
[CUSTOMER][NEUTRAL] OK, it's 02.
[CUSTOMER][NEUTRAL] 580421
[AGENT][POSITIVE] OK, thank you so much. Let me pull this up here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. And then if I can get your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] Let me read back this number to you. I may have copied it down wrong. I copied down 02.
[AGENT][NEUTRAL] 58.
[AGENT][NEUTRAL] 0421.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 29
[AGENT][NEUTRAL] 29. I'm sorry.
[AGENT][POSITIVE] Alright, thank you so much and then if I could just verify please the address we should have on file for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. So, I'm showing on this dental plan, you have yourself listed, you have Zion listed.
[AGENT][NEUTRAL] And then you have Alondra uh listed also.
[CUSTOMER][NEUTRAL] OK, alright, that's what I need to know because I was just.
[CUSTOMER][NEUTRAL] I know it's personal, but I was just came from court from a custody battle and I was making sure I
[CUSTOMER][NEUTRAL] I had, it was one of them, it was them instead of my baby girl because I have other insurance on my baby girl.
[AGENT][POSITIVE] OK, yeah. No, it looks like this is for um you and them both and it's effective um now, so.
[CUSTOMER][POSITIVE] OK, thank you ma'am, and I appreciate you so much.
[AGENT][POSITIVE] Yeah, not a problem. You have a good rest of your day.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye bye.