AccountId: 011433970860
ContactId: 09d18d91-06e6-4239-b0b0-85445f8fdeb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300720 ms
Total Talk Time (AGENT): 75840 ms
Total Talk Time (CUSTOMER): 117192 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/09d18d91-06e6-4239-b0b0-85445f8fdeb7_20250618T16:59_UTC.wav
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[CUSTOMER][NEUTRAL] That's what I'm looking the way actually said that.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] The first one is OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey, just a moment, just a moment.
[CUSTOMER][NEUTRAL] all the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, um.
[CUSTOMER][NEUTRAL] So, can, can you hear me?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Hello? Yes. I'm calling regarding my insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What can I help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I want to know if I can use any um dental clinic to, to get the
[CUSTOMER][NEUTRAL] Treatment or do I need to like certain clinics I can use?
[AGENT][NEUTRAL] No, no, um, so that, yeah, you could use it potentially anywhere you would just tell the provider that it's through American Public Life if they have any questions or anything they're more than welcome to give us a call as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, I know where I'm going, so you want me to confirm it with you guys before I go there or no?
[AGENT][NEUTRAL] No, um,
[CUSTOMER][NEUTRAL] Or I can just go there and and give them my card.
[AGENT][NEUTRAL] Right, yeah, you could just go there and give them your information.
[CUSTOMER][NEUTRAL] OK, and then they will automatically uh.
[CUSTOMER][NEUTRAL] Send you guys the bill or how does it work?
[AGENT][POSITIVE] Yeah yeah they should and again if they have any uh if there's any confusion or if they have any questions for us they're more than welcome to give us a call as well.
[CUSTOMER][NEUTRAL] OK. OK. Uh.
[CUSTOMER][NEUTRAL] OK, so any dental clinic. OK, just wanted to confirm that before I, I get the um.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Appointment
[AGENT][POSITIVE] Definitely, uh, and if you need if there's anything else at all, uh, give us a call back or have them give us a call, OK?
[CUSTOMER][POSITIVE] OK. Thank you so much, ma'am.
[AGENT][POSITIVE] All right, of course, thank you, bye bye.
[CUSTOMER][POSITIVE] OK. OK. Have a good day. Bye.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.
[CUSTOMER][NEGATIVE] I, I don't need to, uh, sorry, I don't need to pay anything, uh, to you guys now, right, since I'm, I'm getting this insurance through my work. You want to double check or?
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] No, none of our policies have any sort of like co-pays or anything like that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so, uh, uh, everything is covered by them, by, by the insurance.
[AGENT][NEUTRAL] Um, if you'd like, I can go ahead and double check if you're concerned, um, just make sure that it's active and everything like that. Is that what you're concerned about?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, before we go any further, um, well I'm so sorry, um, what was your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, my name is [PII]. You, you want to have my
[CUSTOMER][NEUTRAL] Um, number before you.
[AGENT][NEUTRAL] Yeah, I can take your policy number, but I'm so sorry. um, I, could you repeat your name for me? Just so that I know who I'm speaking with.
[CUSTOMER][NEUTRAL] It's, sure, sure, sure. It's [PII]
[CUSTOMER][NEUTRAL] That's my first name. You want my surname too?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Mm.