AccountId: 011433970860
ContactId: 59bd48b3-6f7e-406e-97be-59f952560e50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140679 ms
Total Talk Time (AGENT): 35938 ms
Total Talk Time (CUSTOMER): 69095 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/59bd48b3-6f7e-406e-97be-59f952560e50_20250612T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. I need to verify on my gap. I think it's for medical only, not dental.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility. Um, who am I speaking with?
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][POSITIVE] No, it's a good callback number in case we get disconnected.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 024517887
[CUSTOMER][NEUTRAL] And then I have an ML7 an ML8.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh wait, no, you know what, it's that, it's that 241. I'm sorry, not the first.
[CUSTOMER][NEUTRAL] Ends in 7.
[AGENT][NEUTRAL] OK, give me just one moment to look that up.
[CUSTOMER][NEUTRAL] Say so
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] All right. And can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] Uh huh, it's [PII].
[AGENT][POSITIVE] Great, thank you for verifying that with me.
[AGENT][NEUTRAL] And this is your secondary gap insurance. Were you wanting to see if you had dental insurance through us?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, I have.
[CUSTOMER][NEUTRAL] The gap
[CUSTOMER][NEUTRAL] I think it's just for medical. I, I have a separate dental with United Health, so the gap doesn't apply it.
[AGENT][NEUTRAL] OK, yeah, this is just a secondary gap for medical. Mhm.
[CUSTOMER][POSITIVE] Medical, right? OK, that's what I have. That's what I thought. I just wanna make sure I was correct on that. OK, alright, thank you so much. Alright, appreciate it. Have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Hi, thank you for calling APL. Alright you too have a great day.
[CUSTOMER][NEUTRAL] Uh huh.