AccountId: 011433970860
ContactId: 7cafe888-5a6b-470d-b6d9-294fd3ddf101
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81150 ms
Total Talk Time (AGENT): 35899 ms
Total Talk Time (CUSTOMER): 30413 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/7cafe888-5a6b-470d-b6d9-294fd3ddf101_20250214T20:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hey ma'am, how you doing?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] Doing pretty good. Um, I was calling to see if um this insurance coverage that I have, if your vision is included on this policy.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 02510034.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, no, it looks like this policy is just a dental plan. Uh, we don't offer vision. Uh, you may have to contact UTBA and they can verify who you may have vision with.
[CUSTOMER][NEUTRAL] UTA, is there a number for that?
[AGENT][NEUTRAL] Uh, UT BA, and yes, I, I can give you their phone number when you're ready.
[CUSTOMER][NEUTRAL] OK, let me get back out of here.
[CUSTOMER][NEUTRAL] Um, OK, what is it?
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright, you're welcome. Uh, have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye.