AccountId: 011433970860
ContactId: 0a65f0ef-860b-4369-829c-68f476af00ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171929 ms
Total Talk Time (AGENT): 55026 ms
Total Talk Time (CUSTOMER): 48371 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/0a65f0ef-860b-4369-829c-68f476af00ee_20250514T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, uh, um, I'm on my spouse's insurance. And, um, I went to the dentist, uh, a couple of days ago and
[CUSTOMER][NEUTRAL] The APL says that they have my birth date.
[CUSTOMER][NEGATIVE] And my birthday's wrong in your system, OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, let's take a look.
[CUSTOMER][NEUTRAL] I guess what I'm trying to say.
[AGENT][NEUTRAL] I got you. What's the policy number? Do you by chance have it?
[CUSTOMER][NEUTRAL] Yeah, it's uh 02451896.
[AGENT][NEUTRAL] OK, let me pull this up here.
[AGENT][NEUTRAL] And then if I could just verify your first and last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what should be the address and email address on file?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The it's [PII] and then um what else did you need?
[AGENT][NEUTRAL] Uh, the email address, please.
[CUSTOMER][NEUTRAL] I think it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Something I can't remember what he did. Yes, yeah.
[AGENT][NEUTRAL] Yeah, no, that's right, that's right, that's right. OK, so what is your correct date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we have you as [PII].
[AGENT][NEUTRAL] OK, so [PII], let me get this fixed for you.
[AGENT][POSITIVE] Alright, [PII], thank you so much for your patience. So I've got that all updated for you. So it should now show if they called to verify your benefits, date of birth is [PII], so you shouldn't have any issues going forward.
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.