AccountId: 011433970860
ContactId: 8d900e1a-406e-46cc-9eb0-cbf3cf598b1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111410 ms
Total Talk Time (AGENT): 51986 ms
Total Talk Time (CUSTOMER): 32687 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/8d900e1a-406e-46cc-9eb0-cbf3cf598b1d_20250616T12:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I want, I would like to activate my insurance.
[AGENT][NEUTRAL] OK. Have you gotten any sort of like policy number, anything like that?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] Uh, it says policy slash sir, is that the number?
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK, 02.
[CUSTOMER][NEUTRAL] 62
[CUSTOMER][NEUTRAL] 1104.
[AGENT][NEUTRAL] OK. Let me pull this up here. Give me just a moment.
[AGENT][NEUTRAL] Can I get your name and date of birth?
[CUSTOMER][NEUTRAL] OK, that's [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then lastly, I just need to verify your physical address, please, and email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] All right, thank you so much. So, can I show that your dental plan that you have with us is active. It's been active since [PII]. Um, so it is available for use. You don't need to do anything to use it. Um, you should just be able to go to a dentist of your choosing if you'd like, um, and use the plan. So there's nothing you need to do on your end.
[CUSTOMER][NEUTRAL] OK, I, that's what I really just wanted to know.
[AGENT][POSITIVE] Yeah, absolutely. Anything else I can help with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that is all, thank you.
[AGENT][POSITIVE] You're welcome. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh huh bye bye.