AccountId: 011433970860
ContactId: 70a907ad-cda2-45a3-b457-31b5710f2668
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192979 ms
Total Talk Time (AGENT): 93625 ms
Total Talk Time (CUSTOMER): 70599 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/70a907ad-cda2-45a3-b457-31b5710f2668_20250312T14:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Um, hi, sorry. Good morning. My name is [PII]. I work for the state of DCFS, and I, um, got dental insurance with you guys, um, not too long ago, and I was wondering, do you guys um do vision?
[AGENT][NEUTRAL] No, Miss [PII], we don't do vision, um, with our company.
[AGENT][NEUTRAL] Um, what is your dental policy number so I can make a note that you called and you were inquiring about the vision insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't know my dental policy number. Uh, give me one second, [PII], um.
[AGENT][POSITIVE] You can give me your social if you'd like, and that'll pull it in for me.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick because I'd like to make a note because I do get a lot of calls of people wanting vision insurance and I feel like if I let folks know.
[AGENT][POSITIVE] They may eventually start carrying it. So I'd like to do that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And when you pull me up, could you see?
[CUSTOMER][NEUTRAL] Um, if you can email me over the policy, um, it's supposed to start taking money out of my check, uh, by like [PII].
[AGENT][NEUTRAL] OK. And let me repeat your um uh social, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] 1. uh I think, let me look. I just got a buy some thought.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I can definitely once the policy is issued, we can definitely um send you a copy of your policy.
[CUSTOMER][NEUTRAL] OK, it's 431-917-837, sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it looks like your policy, if it's not supposed to be active until [PII], it looks like your policy is still in the process of being built.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, because I'm not showing it up right now, but, um, but once it is built and it is issued, they will definitely send you a copy of it in the mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day. We do appreciate you calling. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK well you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] All right, thank you. You too.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Alright.