AccountId: 011433970860
ContactId: 36b4cc6d-d19b-4487-a835-1ffd7f011a1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146250 ms
Total Talk Time (AGENT): 54739 ms
Total Talk Time (CUSTOMER): 68172 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/36b4cc6d-d19b-4487-a835-1ffd7f011a1c_20250109T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, I'm trying to verify my insurance, my dental.
[AGENT][NEUTRAL] Uh, wanting to verify to see if it's still active.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can check that for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] OK, um, I can search.
[CUSTOMER][NEUTRAL] Oh hold on, hold on, hold on, hold on, let me look it. I was, it should be on here, right? Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, policy number is 02408544.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 02408544.
[AGENT][NEUTRAL] Got it. OK, thank you for that. I'm just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, my mailing address, um, well, my, um, PO box, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It'll be under my PO box. It'll be uh [PII].
[AGENT][NEUTRAL] Yes, OK, thank you, and the last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information, [PII]. uh, so yes, your policy is good and active.
[AGENT][POSITIVE] So you're free to go uh if you need to go see a provider it is, yes sir.
[CUSTOMER][NEUTRAL] It's still active.
[CUSTOMER][NEUTRAL] It is active, you said?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You have any other questions for me?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's it. Thank you. I appreciate your help.
[AGENT][POSITIVE] OK, of course, thanks for calling APL. I hope you have a great rest of your day. Thank you, bye bye.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.