AccountId: 011433970860
ContactId: b23a15b5-ea19-4d84-8ee7-5b45958a214f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129339 ms
Total Talk Time (AGENT): 54402 ms
Total Talk Time (CUSTOMER): 49778 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/b23a15b5-ea19-4d84-8ee7-5b45958a214f_20250228T21:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, hello, I'm just trying to verify if my uh dental insurance is a PPO or HMO.
[AGENT][NEUTRAL] OK, I can check and see. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, uh 02595054.
[AGENT][POSITIVE] OK. Thank you. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Uh, the number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII] uh my address is [PII] and my email address, my [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. OK, so you have one of our basic dental policies, which this one is gonna be considered a commercial policy.
[CUSTOMER][NEUTRAL] So the abbreviation for that one is uh.
[AGENT][NEUTRAL] It's not a PPO and an HMO. It's just commercial.
[CUSTOMER][NEUTRAL] So I would just tell them commer yeah because they was asking they said these abbreviations. I wasn't sure which one so commercial.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Commercial, yeah, and if they have any questions they can call us directly and get this information as well. They will dial the same number that you're calling, OK? So you can just provide them with the [PII] number and they can call us to get eligibility and benefits.
[CUSTOMER][POSITIVE] OK, thank you, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you.
[AGENT][POSITIVE] OK, you're welcome. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] All right you too.
[AGENT][POSITIVE] Thank you