AccountId: 011433970860
ContactId: 9179d3bc-c4bf-46d0-87c4-809d4ade8341
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113519 ms
Total Talk Time (AGENT): 37650 ms
Total Talk Time (CUSTOMER): 54798 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/9179d3bc-c4bf-46d0-87c4-809d4ade8341_20250214T23:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, so I just received a notice that you guys are under the impression that my premium was not paid for a dental visit that I had back in January.
[AGENT][POSITIVE] OK. All right. I can check, check for you.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Can you please give me your your name and your callback number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] OK, [PII], what is your policy number?
[CUSTOMER][NEUTRAL] 02439172
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then also I'll need for you to verify your address, phone number, and email address.
[CUSTOMER][NEUTRAL] Uh, my address, I believe the physical is [PII], and that's [PII]. It may be a PO box in [PII] though if it is, that is [PII].
[AGENT][NEUTRAL] No, I've got that one.
[CUSTOMER][NEUTRAL] OK then, uh, what was the other thing you needed? Email address. My email is [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, and then the phone number that you gave me to call you back on if we're disconnected is that your cell phone?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you very much for verifying your policy for me.
[AGENT][NEUTRAL] OK, so