AccountId: 011433970860
ContactId: c4660aa5-9baa-4afd-979a-58e9477acae2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185110 ms
Total Talk Time (AGENT): 72441 ms
Total Talk Time (CUSTOMER): 96768 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/c4660aa5-9baa-4afd-979a-58e9477acae2_20250403T16:49_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][POSITIVE] Hey, how are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Good. I'm calling about my dental coverage.
[AGENT][POSITIVE] OK, I'd be happy to assist with your dental benefits. Um, may I have your policy number?
[CUSTOMER][NEUTRAL] Yeah, the thing is that I
[CUSTOMER][NEUTRAL] I don't, I, I don't have it at hand because the dentist's office said it was unable to file it, so I'm trying to follow up on it.
[AGENT][NEUTRAL] OK, and what's your social?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And Miss [PII], if you can please verify your date of birth and email address for me?
[CUSTOMER][NEUTRAL] OK, [PII]. The email I use now is [PII].
[CUSTOMER][NEGATIVE] Cause I've been had this insurance for about 20 years and I can't see why, what's going on.
[AGENT][NEUTRAL] So that was your first name [PII]?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Right, I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And so they are not gonna file the benefits, OK, so um if they're not gonna file then you can file yourself um.
[CUSTOMER][NEUTRAL] Uh oh, they said they couldn't file it. They tried. What, what I'm trying to see what's going on with it. Do I have a new account number or anything?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, you've had the same number since [PII].
[CUSTOMER][NEUTRAL] 19, yeah, so what's the number? That's why I told him I had that for 20 years.
[AGENT][NEUTRAL] I can give you the policy number, let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready. I'll call back over there.
[AGENT][NEUTRAL] 006.
[AGENT][NEUTRAL] 15679.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that's it.
[AGENT][NEUTRAL] Yeah, that's it
[CUSTOMER][NEUTRAL] OK, and, and this is, have you changed your name or is it?
[AGENT][NEUTRAL] No, let me check your, the history, the phone log and see if they've called.
[CUSTOMER][NEUTRAL] Still [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, no one has called here.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Since
[AGENT][NEUTRAL] Since [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Cause see I've been carrying more than one insurance so they just been billing the other. Mhm.
[AGENT][NEGATIVE] So they, they haven't called OK well they haven't called us. No one has called us since [PII] so.
[CUSTOMER][NEUTRAL] Oh that's that. And what not, this is American public life, right?
[AGENT][POSITIVE] American Public Life, that's correct.
[CUSTOMER][NEUTRAL] And now on [PII]. OK, I'm gonna call back over here to the dentist's office.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 6.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] That's why I told them I've been had it for 20 years on file there. That's why I was like, OK, thank you.
[AGENT][NEUTRAL] Alright, was there anything else I can assist with today?
[CUSTOMER][POSITIVE] That's it. I appreciate you here.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Alright bye bye.