AccountId: 011433970860
ContactId: 64ab5464-6e30-4fac-9125-27ceaae9c013
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136080 ms
Total Talk Time (AGENT): 65839 ms
Total Talk Time (CUSTOMER): 48271 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/64ab5464-6e30-4fac-9125-27ceaae9c013_20250506T12:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing this morning?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm right. I'm calling with a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I just, uh, I just enrolled in this, uh, coverage, and, uh, it's for me and my wife. I'm trying to see, uh, she has an abscess in her mouth. I was trying to see if, does she have to wait till the [PII] of the month to go to the dentists or can she go now?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, we can double check and see when the effective date on the policy is. Do you by chance have your policy number?
[CUSTOMER][POSITIVE] Yes ma'am, uh, you're ready for it?
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 616-749
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Let me just pull this up here.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, I just got this.
[CUSTOMER][NEUTRAL] I don't know if they're gonna let it go or not cause I just got it about a couple of weeks ago.
[AGENT][NEUTRAL] OK, let's see here. And then if I could just verify, please, your first last name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then just lastly, I need to verify your address for security reasons, please.
[CUSTOMER][NEUTRAL] Yes ma'am. [PII].
[AGENT][NEUTRAL] Thank you, [PII]. OK. So your dental plan shows effective [PII]. So, unfortunately, you know, anything before then wouldn't be
[CUSTOMER][NEUTRAL] Covered.
[AGENT][NEUTRAL] Yeah, let me see.
[AGENT][NEUTRAL] Yeah, it looks like [PII] is the start date on it.
[CUSTOMER][NEUTRAL] OK then that's what I would call and try to see if she can go to the dentist or not.
[AGENT][NEUTRAL] Yeah. Yeah, sorry about that, [PII]. Um, looks like that would be the first state of coverage. Did you need me to check anything else?
[CUSTOMER][NEUTRAL] Nah, that'll be it.
[AGENT][POSITIVE] All right, well thank you for calling APL. I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.