AccountId: 011433970860
ContactId: b3d8cb2f-6b01-4ef7-a0e6-a71788b407be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157520 ms
Total Talk Time (AGENT): 41909 ms
Total Talk Time (CUSTOMER): 41323 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/b3d8cb2f-6b01-4ef7-a0e6-a71788b407be_20250429T20:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. um, I was calling uh because I got insurance through you guys through my employer, and I was trying to make an appointment and I was just trying to see, do you guys assign providers or do I just like pick a provider?
[AGENT][NEUTRAL] Do you have a policy number I could look at?
[CUSTOMER][NEUTRAL] Mm let me see one second.
[AGENT][NEUTRAL] Or a card, you have a card from us?
[AGENT][NEUTRAL] Or I can look it up by your name or social.
[CUSTOMER][NEUTRAL] Um, no, I don't see a policy number.
[AGENT][NEUTRAL] OK, do you
[CUSTOMER][NEUTRAL] Pass now 3:30, 3:35 something like that.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Uh yes, my last name is [PII]
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And this is for your dental policy?
[CUSTOMER][NEUTRAL] No, for medical.
[AGENT][NEUTRAL] Um, looks like, uh, let me get here. Do you have a dental policy?
[AGENT][NEUTRAL] Uh, what's your birthday?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] My birthday is [PII].
[AGENT][NEUTRAL] OK. Um, with us, you have a dental policy. Um, I don't see a medical policy, so I'm not sure who that would be with.
[CUSTOMER][NEUTRAL] Oh, do you guys only do dental?
[AGENT][NEUTRAL] We have some medical policies. They're not like major medical, they're like supplemental policies.
[AGENT][NEUTRAL] But I just show that you're, you have um our dental plan with us.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.