AccountId: 011433970860
ContactId: 902c7363-cba9-40b5-8daf-774a1817bc25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156009 ms
Total Talk Time (AGENT): 64190 ms
Total Talk Time (CUSTOMER): 57045 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/902c7363-cba9-40b5-8daf-774a1817bc25_20250613T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I, I was, um, I'm [PII]. I'm with, um, D Depot, and I was just wondering, is there a way for you guys to fax over like the eligibility.
[CUSTOMER][POSITIVE] And benefits
[AGENT][NEUTRAL] Um, what was this regarding? Is this a dental policy?
[CUSTOMER][NEUTRAL] It is dental, yes.
[AGENT][POSITIVE] Yes, I can absolutely send a fax back to you. Uh, let's see, [PII] before that, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I don't have a policy number. It looks like I have their social, if I could use that or?
[AGENT][POSITIVE] Yeah, I can start using their social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] What was the name for this number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], OK, I did not get a result with that social. Let me read that back to you to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that is what they gave me.
[AGENT][NEUTRAL] OK, so I did not get a result with that. Do you know if she is the policy holder?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It doesn't say. I'll probably have to reach out to them just to get that answered for you. It says their employer is for [PII]. Do you know if you guys do with them?
[AGENT][NEUTRAL] OK, it's
[AGENT][NEUTRAL] I not right off we have several employers that we work with um I will say sometimes if she is uh listed as a spouse or she's not the policy holder that might be why I'm not finding her by the social um but yeah I don't see any record of her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, no worry, I'll reach out to [PII] and I'll call you guys back.
[AGENT][POSITIVE] OK sounds good thank you.
[CUSTOMER][POSITIVE] Yeah. Well, thank you. Mm bye.
[AGENT][NEUTRAL] All right. Of course, bye bye.