AccountId: 011433970860
ContactId: 25b5ad5d-f33c-4154-ac14-ff9b7e1a51fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162710 ms
Total Talk Time (AGENT): 46282 ms
Total Talk Time (CUSTOMER): 59103 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/25b5ad5d-f33c-4154-ac14-ff9b7e1a51fe_20250102T17:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How you doing, [PII]. This is uh [PII]. I was calling on the information about my dental insurance.
[AGENT][NEUTRAL] OK. Do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Alright, hold on let me look.
[AGENT][NEUTRAL] You say you don't know the policy number?
[CUSTOMER][NEUTRAL] It's 0244.
[CUSTOMER][NEUTRAL] 1184.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And I need to verify the date of birth, mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] And what else did you say?
[AGENT][NEUTRAL] The email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And how may I assist you with this policy?
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][NEUTRAL] Um, trying to get, uh, she's, um, I had to get, I came in for an emergency appointment because I had surgery last week. I just came back in the day she said that, uh, they had to verify was it because my dental insurance calendar year, what, what you mean by that?
[AGENT][NEUTRAL] OK, the calendar year maximum, it starts all over again every year. So I'm not sure if that's the question she has, if she still have funds available.
[CUSTOMER][NEUTRAL] They start when?
[AGENT][NEUTRAL] Today, well yesterday I started all over again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's all I wanna know.
[AGENT][NEUTRAL] Yeah, OK. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no ma'am, I think they gonna call you and verify yourself. I just wanted to know before they did it.
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][POSITIVE] Understand, sure, yes. OK, well, thank you for calling APR. Have a good day, Mr. Way.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I suppose.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I need uh, I had to come back to the dentist.
[CUSTOMER][NEUTRAL] I had to come back to the dentist.
[CUSTOMER][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] Hold on.