AccountId: 011433970860
ContactId: 92f05a5c-2b7b-4ebf-be1a-87d3887488ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117019 ms
Total Talk Time (AGENT): 44816 ms
Total Talk Time (CUSTOMER): 49549 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/2025/04/10/92f05a5c-2b7b-4ebf-be1a-87d3887488ac_20250410T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Sorry, I forgot I was on um mute. I is there but I was just calling to verify that our um insurance was active.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] OK, I'm happy to check on that. Is this for a patient?
[CUSTOMER][NEUTRAL] Um, yeah, it'd be for dental insurance for myself.
[AGENT][NEUTRAL] OK, let's take a look. What's the policy number?
[CUSTOMER][NEUTRAL] It uh
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 66068
[AGENT][NEUTRAL] OK, pull this up.
[AGENT][NEUTRAL] And then if I can get the uh name and date of birth on the policy.
[CUSTOMER][NEUTRAL] Um, it would be for me, right, because I'm calling for myself.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, so everything is active on here, [PII]. The effective date on it is the [PII] this year, so you're good to go as far as using the plan towards services.
[CUSTOMER][POSITIVE] OK, good, because
[CUSTOMER][NEUTRAL] We didn't find out until like November of last year that that lady didn't put it in the computer.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] And she tried to play, she passed it off on somebody else when she realized she didn't put it in.
[AGENT][POSITIVE] Oh no, yeah, no, you guys are covered effective January, so you definitely have coverage.
[CUSTOMER][POSITIVE] Awesome thank you so much. That's all I needed.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too, hon.
[AGENT][NEUTRAL] Uh-huh, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.