AccountId: 011433970860
ContactId: 5eb5fa09-b17c-482d-b4b0-782b1e85a058
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117550 ms
Total Talk Time (AGENT): 37792 ms
Total Talk Time (CUSTOMER): 60028 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/5eb5fa09-b17c-482d-b4b0-782b1e85a058_20250305T15:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. I'm sorry, good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Hi, I have no idea what time of day it is or even what day it is, so I totally get it.
[AGENT][NEUTRAL] It's been one of those weeks.
[CUSTOMER][NEUTRAL] I'm calling, um, totally I'm right there with you, um, I'm calling. I don't know if you can give me any information without, well, specifics, but, um, I have my husband has an APL, um, secondary insurance, and, uh, he needs a root canal. Do you happen to know if that's covered?
[AGENT][NEUTRAL] Um, do you happen to have that policy number?
[CUSTOMER][NEUTRAL] I'm just driving so I have nothing in front of me. Um, is there any way you can find it with his name or something?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what's your husband's name?
[CUSTOMER][NEUTRAL] It's [PII]. Last name is [PII], [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Actually it's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I should be on there too.
[CUSTOMER][NEGATIVE] But just not as the main.
[CUSTOMER][NEUTRAL] Primary person.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And Ms. [PII], verify your date of birth and mailing address for me, please.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, well, no, ma'am, this is a medical policy only, it doesn't cover for dental services.
[CUSTOMER][POSITIVE] OK got you um alrighty thank you so much I really appreciate it.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.