AccountId: 011433970860
ContactId: 9746b897-8e01-4e38-87af-15aaa1a759a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141190 ms
Total Talk Time (AGENT): 56411 ms
Total Talk Time (CUSTOMER): 43358 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/9746b897-8e01-4e38-87af-15aaa1a759a6_20250107T19:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I'm [PII]. I want, um, find out that I have um insurance for my dental.
[AGENT][NEUTRAL] OK, so you want
[CUSTOMER][NEUTRAL] dental insurance.
[AGENT][NEUTRAL] You want to know if you have dental insurance?
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK, I can check for you. And Mr. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Oh yes, 478.
[CUSTOMER][NEUTRAL] 621.
[CUSTOMER][NEUTRAL] 8057.
[AGENT][NEUTRAL] Thank you. And do you have an ID card, like is it an old policy or you don't have any information?
[CUSTOMER][NEUTRAL] Yeah, I have information. I just want to see what I um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had a policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can take that when you're ready. Mhm.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] OK, 02546136.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, on [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] And then your mailing address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. So yes, sir, I'm showing your dental policy has been active since [PII], so it's and it's still active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you can use your, um, you can use your benefits for this year.
[CUSTOMER][NEUTRAL] It was.
[CUSTOMER][NEUTRAL] OK, that's what I was trying to find out.
[CUSTOMER][POSITIVE] Yeah, thank you very much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, well, thanks for calling APL and I hope you have a great day and happy [PII].
[CUSTOMER][POSITIVE] Happy [PII] to you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.