AccountId: 011433970860
ContactId: 1850612b-eed0-45fc-9539-1b5aa2f69106
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202449 ms
Total Talk Time (AGENT): 56856 ms
Total Talk Time (CUSTOMER): 92680 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/1850612b-eed0-45fc-9539-1b5aa2f69106_20250604T21:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[AGENT][NEUTRAL] OK, and how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Actually, I have a patient and for the patient, I just need a fixed pack, that's it.
[AGENT][NEUTRAL] I'm sorry, you're needing what?
[CUSTOMER][NEUTRAL] Sex back
[AGENT][NEUTRAL] OK, so this is for dental I'm assuming?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] OK, what is the policy number?
[CUSTOMER][NEUTRAL] 0156.
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEUTRAL] 85.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] OK. Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Address sheet.
[CUSTOMER][NEUTRAL] Sorry? Yes.
[AGENT][NEUTRAL] Hello. Patient's name, date of birth?
[CUSTOMER][NEUTRAL] Occupation, first name is [PII], uh [PII]. Uh, give me a 2nd. 1st name is [PII], last name is
[CUSTOMER][NEUTRAL] [PII] by birth date is [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] We
[AGENT][NEGATIVE] I'm showing that policy terminated [PII], and they do not have any active coverage.
[CUSTOMER][NEUTRAL] Give me a second. Are you sure the uh policy is already determined on [PII]?
[AGENT][NEUTRAL] Yes, the policy term, [PII].
[CUSTOMER][NEUTRAL] Give me a second. Please give me a second.
[CUSTOMER][NEUTRAL] Uh, please be online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You said the policy down on [PII]. OK, got it. So could you please confirm the policy reference number?
[AGENT][NEUTRAL] Uh, you may use my name it's A.
[CUSTOMER][NEGATIVE] Sir, your line is cutting.
[AGENT][NEUTRAL] You may use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm missing
[CUSTOMER][NEUTRAL] What is your name? I don't.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct. Yes.
[CUSTOMER][NEUTRAL] Got it, then uh after that?
[CUSTOMER][NEUTRAL] Today date.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Then?
[AGENT][NEUTRAL] That's it. You can use my name in today's date as reference.
[CUSTOMER][POSITIVE] OK. Thank you so much for the information. Have a great day. Bye-bye.
[AGENT][POSITIVE] You too, thanks for calling APL bye.