AccountId: 011433970860
ContactId: 4bfe589e-65e3-4721-96a3-abdd749ef307
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127949 ms
Total Talk Time (AGENT): 37391 ms
Total Talk Time (CUSTOMER): 58179 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/4bfe589e-65e3-4721-96a3-abdd749ef307_20250416T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh I was calling, uh, my fiance, he drives trump truck and he have insurance and he was having a toothache. He said he couldn't remember if he can have dental insurance or not.
[AGENT][NEUTRAL] OK, do you have?
[CUSTOMER][NEUTRAL] I was looking over the paperwork.
[CUSTOMER][NEUTRAL] I was looking over the paperwork. I don't think he do have dental insurance, but I told him I would call while he was on the road to to make sure before I make him a dentist appointment for Saturday.
[AGENT][NEUTRAL] OK, uh, do you have a policy number by chance? or I can look it up by name or social?
[CUSTOMER][NEUTRAL] Uh, would it be, would it be the same thing as the members, the member number?
[AGENT][NEUTRAL] Yeah, it should be.
[CUSTOMER][NEUTRAL] OK, it's 02434356.
[AGENT][NEUTRAL] OK. Do you have his name and date of birth?
[CUSTOMER][NEUTRAL] [PII], his date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have his address?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was your name and your callback number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] My name is [PII]. My callback number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Um, let me see. So this is tied to a limited medical plan. Let me see if you've got any other plans. Hold on one moment.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] Yeah, I do not see a dental policy on here, just this limited medical plan.
[CUSTOMER][NEUTRAL] OK, that's, that's what I was thinking about I just called to verify. OK, so he had to pay if he go to dentist, he gotta pay that out of his pocket, right?
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Uh, yeah, based on what I can see, I don't show a plan, so yep.
[CUSTOMER][POSITIVE] OK. OK. All right, thank you.
[AGENT][POSITIVE] Thank you for calling APLUs. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.