AccountId: 011433970860
ContactId: 7e298e33-3790-4340-a329-1cd554e0a0ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128360 ms
Total Talk Time (AGENT): 44531 ms
Total Talk Time (CUSTOMER): 60588 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/7e298e33-3790-4340-a329-1cd554e0a0ce_20250107T16:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, my name is [PII]. I'm calling from Health Link Dental. Um, I was just trying to verify, um, coverage for a patient, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility um Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEGATIVE] Yeah, I didn't get back.
[CUSTOMER][NEUTRAL] Um, 309-568-639.
[AGENT][NEUTRAL] Mm, um, that's too many numbers. Do you have the copy of the card?
[CUSTOMER][NEUTRAL] Um, I don't, let me see, oh, I guess I do, um, 007102.
[CUSTOMER][NEUTRAL] Um, I, I think that's a D101.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's not our number either, Mr. [PII]. Um, on that card, do you see APL in bold letters or?
[AGENT][NEUTRAL] What information do you have on the card?
[CUSTOMER][NEUTRAL] Um, it says.
[CUSTOMER][NEUTRAL] Well, it says this is not insurance but it says dental new era life.
[CUSTOMER][NEUTRAL] Um, but we have it under Carrington for dental.
[AGENT][NEUTRAL] OK, yeah, we're not near error or or Carrington. This is APL, American Public Life Insurance.
[CUSTOMER][NEUTRAL] OK, this is the insurer or the phone number that they gave us OK um alright I will figure it out thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I may help you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Mr.
[CUSTOMER][NEUTRAL] Sure.