AccountId: 011433970860
ContactId: 313435f7-c093-4258-a02c-d7f1676224ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80279 ms
Total Talk Time (AGENT): 22530 ms
Total Talk Time (CUSTOMER): 21837 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/313435f7-c093-4258-a02c-d7f1676224ad_20250107T18:10_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, my wife, she went to go get a teeth cleaned today, and they said she's, uh, she's not, she's not covered on, uh, the dental.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the provider said that she's not covered under your policy?
[CUSTOMER][NEUTRAL] Yes, I know, and I signed up. I changed my policy at the big.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I changed my policy [PII].
[AGENT][NEUTRAL] Uh, to add her, you mean?
[CUSTOMER][NEUTRAL] Yes, I add, I added her.
[AGENT][NEUTRAL] OK, so we just need to verify and make sure that she is listed under your policy, is that correct?
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Got it. OK, OK. Um, all [PII], give me just a moment. What was your name? I'm sorry.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Well I'm so sorry I cut out there. What was, what was your first name?
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Could you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?