AccountId: 011433970860
ContactId: 972e0385-a1aa-4615-845f-66e0fdad6d8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113489 ms
Total Talk Time (AGENT): 45729 ms
Total Talk Time (CUSTOMER): 42358 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/972e0385-a1aa-4615-845f-66e0fdad6d8a_20250609T20:30_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yeah, I was calling in regards to see if my insurance would cover dentures.
[AGENT][NEUTRAL] Mm, I can check for you. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII] in [PII].
[AGENT][NEUTRAL] Thank you, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, no, I don't have the policy number, but I, I'm through, uh.
[CUSTOMER][NEUTRAL] Um, [PII] as my employer.
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth and email address on file?
[CUSTOMER][NEUTRAL] Um, [PII] and [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], you have a basic dental? No, this one doesn't cover dentals.
[CUSTOMER][NEUTRAL] It does not. OK, well then, can I cancel my insurance?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, let me see. It looks like you got it through Benefits in a car. You'll have to contact Benefits in a card to cancel this policy.
[CUSTOMER][POSITIVE] OK. All [PII]. Thank you so much.
[AGENT][NEUTRAL] You need their number or do you need any other information?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I got their number.
[AGENT][POSITIVE] Yeah, OK. Well, thank you for calling APL. Have a good afternoon.