AccountId: 011433970860
ContactId: 23f2a6a4-0d5a-43f5-b2fa-be1211ffcc92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102819 ms
Total Talk Time (AGENT): 53299 ms
Total Talk Time (CUSTOMER): 40412 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/23f2a6a4-0d5a-43f5-b2fa-be1211ffcc92_20250303T16:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, um, I'm [PII] with General Dental, and I'm trying to see if I can get like a the schedule sent over for a patient's plan.
[AGENT][NEUTRAL] OK, you need to fax back on a dental policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that, and I'm so sorry. What was your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], OK. Thank you. And what is a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the member's policy number please that you're calling about?
[CUSTOMER][NEUTRAL] 119857887
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. Give me that number one more time. I may have just misheard you, [PII].
[CUSTOMER][NEUTRAL] yeah it's 119857887.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, now that is not an American public life policy number.
[CUSTOMER][NEUTRAL] OK, um, so.
[AGENT][NEUTRAL] Is that who you were trying to reach?
[CUSTOMER][NEUTRAL] Um, yeah, I pulled it's [PII] plan is the number that's attached to this plan, is that not correct?
[AGENT][NEUTRAL] OK, well, that's, no, ma'am, I'm not with Amelan. I'm with American Public Life. That's a different company.
[CUSTOMER][NEUTRAL] That's really weird you guys the numbers attached to them on their system.
[AGENT][NEUTRAL] 1800256-8606.
[CUSTOMER][NEUTRAL] Yeah, it's under that for [PII].
[AGENT][NEUTRAL] OK, that
[AGENT][NEGATIVE] Mm, I mean, then that's an error in the system.
[AGENT][POSITIVE] That's a totally separate, totally separate company from us. I'm so sorry.
[CUSTOMER][NEUTRAL] OK, I'll try to find their number then.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], well, you