AccountId: 011433970860
ContactId: a36a9f28-ad99-4fd2-bad0-b97fe1042e35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164460 ms
Total Talk Time (AGENT): 57275 ms
Total Talk Time (CUSTOMER): 57981 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/a36a9f28-ad99-4fd2-bad0-b97fe1042e35_20250328T17:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing, ma'am? This is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] I'm calling in reference, uh, what I'm trying, I'm, I'm, I'm at the dental office and they're trying to verify, uh, the insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Can you hear me? Because I, I, my, my phone, I, I don't know, my phone broken.
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] And I have to use the phone.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 02.
[CUSTOMER][NEUTRAL] 50
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] 204.
[AGENT][NEUTRAL] And what's your birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just need a few other pieces of information if you don't mind. What's your address?
[CUSTOMER][NEUTRAL] [PII], zip [PII].
[AGENT][NEUTRAL] And then lastly, what's your email address?
[CUSTOMER][NEUTRAL] It's my full name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then is the [PII] the right number to call you back? I lose you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yeah. OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, so you're wanting to verify your dental benefits, is that correct?
[CUSTOMER][NEUTRAL] Well, no, I'm at the dental office and they're having problems getting it verified.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Um, I've, I've got you in here, um.
[AGENT][NEUTRAL] Yeah, I thought you active, you're.
[AGENT][NEUTRAL] The number you gave me, I pulled up your policy.
[CUSTOMER][NEUTRAL] I'm sorry I didn't hear you.
[AGENT][NEUTRAL] Um, I've got you active in our system. I pulled up your policy with that number you gave me. So I've got, I've got, I'm looking at your policy right now. It's active in our system.
[AGENT][NEUTRAL] Can they give us
[CUSTOMER][NEUTRAL] Oh, it, it, it came through. She said it came through. Somebody faxed it over.
[AGENT][POSITIVE] Oh, OK, OK, good deal.
[CUSTOMER][POSITIVE] OK, I, I appreciate it thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.