AccountId: 011433970860
ContactId: 49e98eee-09ea-41e7-8cf6-1f65ed6117e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342239 ms
Total Talk Time (AGENT): 115970 ms
Total Talk Time (CUSTOMER): 90176 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/49e98eee-09ea-41e7-8cf6-1f65ed6117e3_20250320T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, yes, sure, my name is [PII]. I just spoke to someone. I forgot who I spoke to, uh, concerning a code that I had for, uh, our procedure is gonna be done Monday.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need do you need my information again?
[AGENT][NEUTRAL] Uh, [PII], can you please give me your
[AGENT][NEUTRAL] Yes, sir. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had it.
[CUSTOMER][NEUTRAL] OK, uh, 613.
[CUSTOMER][NEUTRAL] 261.
[AGENT][POSITIVE] Thank you, let me pull your policy up real quick.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, [PII], um, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]. My address is [PII].
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] And then also can you verify your email address and your phone number for me please?
[CUSTOMER][NEUTRAL] My mailing address is [PII]. My email is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and then one last verification, can you please give me your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and if our call is disconnected is that a call you back on?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you, sir. I appreciate that information. And you said that you had called earlier about some benefits uh for a procedure you're having. How can I help you with this phone call?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so she
[CUSTOMER][NEUTRAL] Yeah, she asked me for the code and I didn't have the code, so I called and got the code. She said that I could call back and if I wanted to know about what it's gonna cost or what the insurance will be paying, so I have the code number.
[AGENT][NEUTRAL] Oh, OK. What is that code, sir?
[CUSTOMER][NEUTRAL] D 5612.
[AGENT][NEUTRAL] OK, let me look real quick at your policy and see.
[AGENT][NEUTRAL] What that covers. It's gonna be just a second while I pull in your policy, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] The computer's trying to pull it up now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, Mr. [PII].
[AGENT][NEUTRAL] OK. D 5612.
[AGENT][NEUTRAL] Code is on your.
[CUSTOMER][NEUTRAL] Yes, the 5612.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's, it's replacing a tooth in my partial is that's all it is.
[AGENT][NEUTRAL] It's a what, sir?
[CUSTOMER][NEUTRAL] Replacing tooth on my partial just one tooth came up.
[AGENT][NEUTRAL] What did you say it was?
[CUSTOMER][NEUTRAL] I just replacing the tooth on my partial.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] We got a back connection to.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] I'm so sorry about that. I apologies.
[AGENT][NEUTRAL] OK, so looking, um, and this is just to verify your benefits, it's not a guarantee of payment, um.
[AGENT][NEUTRAL] It looks like replacing, missing, or broken teeth, complete denture or each tooth is $34 is the benefit amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, I'm sure the, uh, the dentist would be calling to for for some additional information. I was just kind of, kind of seeing where I stood.
[AGENT][POSITIVE] Right. I understand, sir. Well, they're more than welcome to call. We'll give them all the help we can, OK? And I hope everything goes good for you for your appointment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Thank you so much. OK, bye.
[AGENT][POSITIVE] You're welcome sir you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Bye bye sir thanks for