AccountId: 011433970860
ContactId: a40f2f02-7da7-452f-a578-1e78f789400a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180279 ms
Total Talk Time (AGENT): 75072 ms
Total Talk Time (CUSTOMER): 58320 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/a40f2f02-7da7-452f-a578-1e78f789400a_20250530T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing? I wanna see if my.
[CUSTOMER][NEUTRAL] If my program covers any dental.
[AGENT][NEUTRAL] See if you have dental policy, I can check for you, sir. Um, may I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you sir and then what is um.
[AGENT][NEUTRAL] You don't know, do you know your policy number?
[AGENT][NEUTRAL] Or a policy number that you have with us?
[CUSTOMER][NEUTRAL] I got the group number.
[CUSTOMER][NEUTRAL] I have a group number and I have.
[AGENT][NEUTRAL] OK, what is your group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 16944.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me look up that group real quick.
[AGENT][NEUTRAL] OK. And can you spell your last name for me, sir?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Gosh, OK.
[AGENT][NEUTRAL] OK. I think I have found you. Can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and then will you please also verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] I don't know, I don't know what address you, I don't know if you have the old address or the new address. The new address is [PII], is that the one?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, [PII]. The phone number should be [PII].
[CUSTOMER][NEUTRAL] And what was the other thing you needed?
[AGENT][NEUTRAL] Your, uh, email address, sir?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Thank you, I appreciate you verifying your policies for me. Alright, let me look and see if you have dental with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, sir. I'm only showing that you have one policy with us and that's your supplemental, uh, insurance policy.
[AGENT][NEUTRAL] Your Medlik.
[CUSTOMER][MIXED] OK, that doesn't, that doesn't work with Antonio. OK. All right, thank you, appreciate it.
[AGENT][POSITIVE] You're very welcome. Is that everything I can help you with, sir?
[CUSTOMER][POSITIVE] That is all. Thank you.
[AGENT][POSITIVE] OK Mr. [PII], you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.