AccountId: 011433970860
ContactId: 1cafb33f-c8e9-463a-94b2-050ac5b9cf43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295250 ms
Total Talk Time (AGENT): 99158 ms
Total Talk Time (CUSTOMER): 84199 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/1cafb33f-c8e9-463a-94b2-050ac5b9cf43_20250220T14:33_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to check dental benefits.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your uh name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey this is [PII].
[AGENT][NEUTRAL] OK, thank you for that, [PII]. Can I get a, uh, the policy number you're calling on?
[CUSTOMER][NEUTRAL] 0202191891.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can stay, I don't know.
[CUSTOMER][NEUTRAL] I'll spell it because it's differently spelled [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you so much for verifying his policy and you did say you were calling for dental benefits. Would you like a fax back of a, uh, the breakdown of his benefits?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, that'll be great.
[AGENT][NEUTRAL] OK, let me get him.
[AGENT][NEUTRAL] hold one moment.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] He was probably closer.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi Mr. [PII], this is [PII] calling from the smallest local responses. I just calling to confirm the appointment for.
[AGENT][NEUTRAL] OK, hold one moment for me please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] I don't get the low, the high.
[AGENT][NEUTRAL] What I say?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Universal trucker.
[AGENT][NEUTRAL] That's what I need to be doing.
[AGENT][NEUTRAL] And this is for.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], thank you for holding. I apologize for the wait and uh will I be faxing this to your attention?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, and what is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. I have [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is on its way. Is there?
[CUSTOMER][POSITIVE] Oh, no, you know what? I'm sorry. I'm sorry, I'm so sorry. That's the wrong number, ma'am.
[AGENT][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] I just thought about it.
[AGENT][NEUTRAL] OK, let me redo that.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, and what is the fax number?
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] OK, I have [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it is on its way. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] But he is, is he, he is eligible and active, correct?
[AGENT][NEUTRAL] Yes, I show his policy effective since [PII], it's still active.
[CUSTOMER][NEUTRAL] OK, that's all I need to know, that's all I need.
[AGENT][POSITIVE] OK, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mhm bye bye.