AccountId: 011433970860
ContactId: 7194aebd-e141-4622-8a22-44eb021bb340
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111589 ms
Total Talk Time (AGENT): 51024 ms
Total Talk Time (CUSTOMER): 34240 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/7194aebd-e141-4622-8a22-44eb021bb340_20250203T21:59_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], I'm just trying to confirm that my dental insurance is through you guys.
[AGENT][POSITIVE] OK, I'm happy to check. Do you have a policy number that I can pull up?
[CUSTOMER][NEUTRAL] Yes, it's um.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 576.
[CUSTOMER][NEUTRAL] 440
[AGENT][NEUTRAL] Alright thank you let me just pull this up here give me one moment please.
[AGENT][NEUTRAL] Can I get your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] Thank you so much and then can you verify please your address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the [PII] account is still a good email for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Great. So, yeah, your policy that you have with us is a dental policy. It is active for you, your spouse, and it looks like you have a dependent on here. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yes, I'm at the dentist now. They're just trying to find it and confirm it, that's all.
[AGENT][NEUTRAL] Hm yeah I mean if they call the number you just called we can verify eligibility and benefits for them if they need to.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, and I think that they, I guess so she said she's about to call.
[AGENT][POSITIVE] OK, great. Yeah, we can verify that with him, not a problem.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a blessed day.
[CUSTOMER][NEUTRAL] You too.