AccountId: 011433970860
ContactId: 6e1b2adb-f272-4e3f-a31a-0912b096835d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125019 ms
Total Talk Time (AGENT): 62529 ms
Total Talk Time (CUSTOMER): 34138 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/6e1b2adb-f272-4e3f-a31a-0912b096835d_20250128T18:08_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] I'm trying to see if my insurance valid.
[AGENT][POSITIVE] OK, yeah, I'd love to help you.
[CUSTOMER][NEUTRAL] I need to set a dental.
[AGENT][NEUTRAL] With your coverage today.
[CUSTOMER][NEUTRAL] It's individual.
[AGENT][NEUTRAL] OK, perfect. Do you have your policy number handy, sir?
[CUSTOMER][NEUTRAL] Yes, 02586410.
[AGENT][POSITIVE] Thank you. Let me get that all pulled up for you.
[AGENT][NEUTRAL] Alright, and would you be able to verify for me please your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Wonderful. And you're calling about your dental coverage in particular, is that correct or a different policy you had with us?
[CUSTOMER][NEUTRAL] I was trying to see what kind of insurance I got. I know, I think I got dental and I think I got medical or life insurance.
[AGENT][NEUTRAL] OK, yeah, absolutely. Um, I can let you know all the policies I have for you. I do just need to verify some additional information. Is that OK with you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Perfect it's just your mailing address and your email address if you can.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And then uh just the city and state and the for your mailing.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I really appreciate that. So, Mr. [PII], I do see you have 3 policies with us. One is a dental policy. You also have your group term life insurance with us, and then a hospital indemnity policy.
[CUSTOMER][NEUTRAL] The life insurance?
[AGENT][NEUTRAL] Um, your, yes, your group term life insurance policy is with us.
[CUSTOMER][NEUTRAL] OK, thank you. I need to set up a dentist appointment.
[AGENT][POSITIVE] My pleasure, thank you.
[AGENT][POSITIVE] Oh, yes. Anything else I can do for you?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] All right well you have such a wonderful day thank you.
[CUSTOMER][NEUTRAL] You