AccountId: 011433970860
ContactId: 3d94c1c0-4467-4940-b973-26d46f3dcdba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119839 ms
Total Talk Time (AGENT): 38806 ms
Total Talk Time (CUSTOMER): 45791 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/3d94c1c0-4467-4940-b973-26d46f3dcdba_20250404T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Yeah I can hear you now.
[AGENT][NEUTRAL] OK, um, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um yes, I'm calling because I had went to the dentist today and um I had used my insurance, but um it was no problem with anything, but when I went to go get my prescription,
[CUSTOMER][NEUTRAL] I was trying to see do my insurance cover my prescription?
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Because I didn't have no
[CUSTOMER][NEUTRAL] My policy number?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 02594813.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] What we sanctioned?
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I just need to verify a few other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you went to the dentist and got a prescription, um, let's see, uh, no prescriptions are not covered under this policy, just the dental services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Oh OK, OK, OK, is there any way I can add that on?
[AGENT][NEUTRAL] Um, no, it's just, it's just not a part of the policy.
[AGENT][NEUTRAL] There's not a way to add it, yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, OK, that's all I wanna know.
[AGENT][NEUTRAL] OK, anything else I can help with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a good weekend.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye.