AccountId: 011433970860
ContactId: 4c7d49ec-a6cf-4759-8bfb-e19c5d3dde6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110919 ms
Total Talk Time (AGENT): 58473 ms
Total Talk Time (CUSTOMER): 45610 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/4c7d49ec-a6cf-4759-8bfb-e19c5d3dde6d_20250408T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to see if a policy is still in in effect.
[AGENT][NEUTRAL] Sure, I can check to see if the policy is still active. Uh, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh huh yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh huh, yes, that policy number is 02432208, and it's a dental policy.
[AGENT][NEUTRAL] Got you thank you and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] OK, his name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII]. I, uh, if you'd like, I can send you the fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Um, yes, ma'am, that'll be perfect and his waiting period is up now, correct?
[AGENT][NEUTRAL] OK. Sure.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, OK, yes ma'am, if you will fax me that, OK, it's [PII].
[AGENT][NEUTRAL] Alrighty and what was that fax number for you?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][POSITIVE] Alrighty, I will get that sent to you. You should get it here within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, no, ma'am, that was all.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright you too uh huh bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh, yes ma'am bye.