AccountId: 011433970860
ContactId: 72f0dce4-3032-4617-97dd-c115c0df715e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139320 ms
Total Talk Time (AGENT): 49582 ms
Total Talk Time (CUSTOMER): 40068 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/72f0dce4-3032-4617-97dd-c115c0df715e_20250625T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was trying to just make sure that uh that that I was making payments on my on my dental plan.
[AGENT][NEUTRAL] I am so sorry it's very difficult to hear you. Uh, could you repeat that?
[CUSTOMER][NEUTRAL] I said I was calling to see if I was to make sure that I was making payments on my dental plan.
[AGENT][NEUTRAL] We're needing to make sure that we have been receiving payments from you for your dental plan.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I can get that pulled up and check uh what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] No, ma'am, I don't have it.
[AGENT][NEUTRAL] OK, uh, I can start using your social.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I think I might have misheard that social [PII] um could you repeat that for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that is what I got. however, I'm not finding you in our system.
[CUSTOMER][NEUTRAL] OK, cause I had, I, I applied for uh.
[CUSTOMER][NEUTRAL] For a dental plan with you all, so that's why I was checking this because I, I didn't get anything so I have to.
[AGENT][NEUTRAL] Sure, I would definitely get with your employer regarding that uh to see if that information was sent to us.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh, that'll be all.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Oh