AccountId: 011433970860
ContactId: c030648f-8e11-4e3d-8878-4e2a2850eadd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138990 ms
Total Talk Time (AGENT): 46756 ms
Total Talk Time (CUSTOMER): 58488 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/c030648f-8e11-4e3d-8878-4e2a2850eadd_20250304T13:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to see if, uh, I'm calling to see, see, do I have dental, dental, uh, dental insurance?
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, uh 01246533.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address?
[CUSTOMER][NEUTRAL] Uh, [PII]. Email is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII], and you wanted to know if this was a dental policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Yes, sir. This is a dental policy. It is active. It was effective [PII].
[CUSTOMER][NEUTRAL] OK, reason I was calling, I was going to, I had a, a dental appointment there. I was wondering, you know, could I use this.
[AGENT][NEUTRAL] Yes, you can go to any dentist. This does not have a network.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it, ma'am thank you.
[AGENT][POSITIVE] Just give them your policy number and usually they'll call and get benefits for you.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.