AccountId: 011433970860
ContactId: 89cc5411-95fb-4fad-83ff-a882386fc6cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171529 ms
Total Talk Time (AGENT): 80421 ms
Total Talk Time (CUSTOMER): 55711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/89cc5411-95fb-4fad-83ff-a882386fc6cd_20250204T23:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling and APL this is [PII] how may I help you?
[CUSTOMER][POSITIVE] I'm calling to um to make sure that um my insurance um uh with you all is uh is good for me to uh go to the dentist with the insurance.
[AGENT][NEUTRAL] OK, I can check your policy. Um, can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] My first name is [PII], last name [PII] [PII] Call back number [PII].
[AGENT][NEUTRAL] OK, thank you, sir. And then what is your um policy number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] My policy number?
[CUSTOMER][NEUTRAL] 02550613
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, [PII], um.
[AGENT][NEUTRAL] Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your email address, please?
[CUSTOMER][NEUTRAL] Uh abbreviation, uh, I'm well, uh small case letter [PII].
[AGENT][NEUTRAL] OK, thank you and then the number that you gave me in case we get disconnected, is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK thank you I appreciate you verifying your policy for me let me look.
[AGENT][NEUTRAL] Let's see if you have a dental policy with us, uh, no, sir, the policy number that you gave me is a supplemental insurance that is helps with deductible co-pay and co-insurance for your major medical insurance.
[AGENT][NEUTRAL] You don't have a dental policy with us.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Not with uh
[CUSTOMER][NEUTRAL] With this policy I don't.
[AGENT][NEUTRAL] No sir this this policy is a medical insurance for accident or sickness.
[AGENT][POSITIVE] And you use it if you have to use your major medical insurance, this helps pay the deductible co-pay or co-insurance.
[CUSTOMER][POSITIVE] Oh OK, OK, thank you.
[AGENT][POSITIVE] You're so welcome sir you have a blessed night and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.