AccountId: 011433970860
ContactId: b3dc3c0c-90ad-42a0-b452-8ada955f3625
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211210 ms
Total Talk Time (AGENT): 92713 ms
Total Talk Time (CUSTOMER): 93368 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/b3dc3c0c-90ad-42a0-b452-8ada955f3625_20250505T14:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I was calling about my dental insurance.
[AGENT][NEUTRAL] OK, we just need to take a look at your dental, um, did you just have questions about the policy benefits?
[CUSTOMER][NEUTRAL] Yes, I just wanted to move yes under the name of it so I was going to uh to go see a dentist this morning.
[AGENT][NEUTRAL] Oh sure, OK, yeah, I can get that information for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] No, ma'am, I don't have it on me. That's that's the reason I'm calling, yeah.
[AGENT][NEUTRAL] OK, that's all right, um.
[AGENT][POSITIVE] Got you I can get that for you um I could start using your social.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] I don't know which one I have. It could be [PII].
[AGENT][NEUTRAL] But yes, that's what I've got is that correct?
[CUSTOMER][NEUTRAL] OK, yeah, that is correct. OK, because I did have a different address.
[AGENT][POSITIVE] OK awesome.
[AGENT][NEUTRAL] OK, uh, and then last thing I need is the email address we've got on file for you. uh, looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] Yes, 863, the last name first name 863.
[AGENT][POSITIVE] Got it, thank you so much for verifying all of that, [PII]. OK, I've got that policy number, uh, whenever you're ready.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Oh shoot, OK. Uh, give me, all right, I'm ready.
[AGENT][NEUTRAL] Alright, that is 02.
[AGENT][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] 0256.
[AGENT][NEUTRAL] 92.
[CUSTOMER][NEUTRAL] 92
[AGENT][NEUTRAL] 88.
[CUSTOMER][NEUTRAL] 88. OK. OK.
[AGENT][NEUTRAL] Yes sir alrighty and then if you would like I can also email you uh your ID cards.
[CUSTOMER][POSITIVE] Yes, ma'am. That would be, that would be awesome.
[AGENT][POSITIVE] Awesome, OK, and then I can, uh, yeah, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And now, do you?
[CUSTOMER][NEUTRAL] OK, go ahead. I, I was asking about it. Uh, no, you did right, you're doing right. They, they didn't know exactly what they need to do with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Absolutely, absolutely, um, and did you want me to just send it to this Gmail account that we have on file for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I will go ahead and get that sent now. You should get it here within just a couple of minutes. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] That's it thank you very much.
[CUSTOMER][NEUTRAL] OK, oh yeah, I do wanna have one question. What's the name of the, uh, company? What's the name? is it APL?
[AGENT][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] Yes, American Public Life or APL.
[CUSTOMER][NEUTRAL] OK. OK, thank you. No, that's it. That's all I need to know.
[AGENT][POSITIVE] You're welcome. Have a great rest of your day.
[CUSTOMER][POSITIVE] All right, you do too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.