AccountId: 011433970860
ContactId: 3dcb7312-e122-4439-aa2d-cd4d1784a159
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97540 ms
Total Talk Time (AGENT): 39588 ms
Total Talk Time (CUSTOMER): 41781 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/3dcb7312-e122-4439-aa2d-cd4d1784a159_20250408T12:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was just calling to see um if this new policy was just um medical or um if it included dental as well.
[AGENT][NEUTRAL] OK, I can take a look at your policy and confirm um if it's medical or both for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's um 02581607.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII] it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this is your secondary um policy. It's medical only and it's second to your EVHC medical policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it thanks.
[AGENT][POSITIVE] Alright, thanks for calling APO you're welcome bye bye.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Bye.