AccountId: 011433970860
ContactId: 72633694-6e8d-4c24-9206-3d7a2b52f1db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74779 ms
Total Talk Time (AGENT): 43590 ms
Total Talk Time (CUSTOMER): 24799 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/72633694-6e8d-4c24-9206-3d7a2b52f1db_20250110T22:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, is this the dental insurance place?
[AGENT][NEUTRAL] We do have dental policies.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, so I was looking to see about getting a dental insurance policy and what it covers and cost and all that stuff.
[AGENT][NEUTRAL] OK, do you have the policy number or you don't have a policy with us just yet?
[CUSTOMER][NEUTRAL] I don't have a policy with you. I was looking to get some dental insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, is OK, because our products we offered through employers, is it being offered through your employer?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mm, OK. Yeah, we don't have any individual policies that we sell out to individuals, um, it is all through the employers.
[CUSTOMER][NEUTRAL] Oh, this is, is this QD or something else?
[AGENT][NEUTRAL] No, this is APL American Public Life.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But I don't know how I got to you. The dentist actually give me the number for Q dent.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, no. This is American Public Life. OK, I'm sorry. Is there anything else I can help you with today? You're welcome. OK. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEUTRAL] Bye bye.