AccountId: 011433970860
ContactId: b84f8db1-3b2a-429e-9ba9-64150a356bb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239220 ms
Total Talk Time (AGENT): 73288 ms
Total Talk Time (CUSTOMER): 76085 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/b84f8db1-3b2a-429e-9ba9-64150a356bb5_20250402T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Um, I'm trying to use the dental.
[CUSTOMER][NEUTRAL] Insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how do I get a, do I need a card or something?
[AGENT][NEUTRAL] Uh, yes, I should be able to get you a card. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] I don't, I don't have any of that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment, I'm pulling it up. What was your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] No system running just a bit slow.
[CUSTOMER][NEUTRAL] You don't see why.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK, let me pull that up.
[CUSTOMER][NEUTRAL] Will you be able to email a copy?
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful.
[AGENT][NEUTRAL] OK, what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just have to verify a few more pieces of information. What's your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, you just need a dental card?
[CUSTOMER][NEUTRAL] Yes ma'am. I mean this, this, this my dental people want to verify, so is there anything?
[CUSTOMER][NEUTRAL] That you would be able to do for them or is it just something I need to do?
[AGENT][NEUTRAL] Um, just give them our number and we'll call and if they call us we can verify that you're covered.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So they can call you.
[AGENT][POSITIVE] Yeah, absolutely, yeah, we'll we'll be able to verify that you're covered and then what benefits you have.
[CUSTOMER][NEUTRAL] So do you want me, do you want them to call you directly?
[AGENT][NEUTRAL] Uh, they can just call the [PII] number, the one that you called.
[CUSTOMER][NEUTRAL] The same one that I called.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, and anyone will be able to help him.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Anyone would be able to help them, so it's a verification option too, right?
[AGENT][NEUTRAL] Yes, yeah, they'll have an option to verify benefits.
[CUSTOMER][NEUTRAL] So it.
[CUSTOMER][NEUTRAL] So they would be able to, OK, OK.
[AGENT][NEUTRAL] Yeah, I'll send you your card though, um, so look out for that, but yeah, just let them know to call us.
[CUSTOMER][POSITIVE] Fair enough.
[CUSTOMER][NEUTRAL] And it's, and it.
[CUSTOMER][NEUTRAL] And it's called UTBA.
[AGENT][NEUTRAL] Um, so we're ATL.
[AGENT][NEUTRAL] Um, we're the ones who
[CUSTOMER][NEUTRAL] ATL
[AGENT][NEUTRAL] A P as in Paul, L as in, yeah, yeah.
[CUSTOMER][NEUTRAL] ATM.
[CUSTOMER][NEUTRAL] OK APO.
[CUSTOMER][POSITIVE] OK, got you, thank you so much.
[AGENT][NEUTRAL] OK, anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] That's gonna do it.
[AGENT][POSITIVE] OK. All right. Well, I hope you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] Thank you. Bye.