AccountId: 011433970860
ContactId: c6ac5dec-49a1-4918-9245-bb9741774a13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153089 ms
Total Talk Time (AGENT): 59661 ms
Total Talk Time (CUSTOMER): 73168 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/c6ac5dec-49a1-4918-9245-bb9741774a13_20250107T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yeah. Oh, hi [PII]. My name is [PII] and uh
[CUSTOMER][NEUTRAL] I just wanted to ask you because um I have on uh this coming Friday I have uh some dental, you know, appointments so I just wanted to make sure like how much you covered uh for crowns and that. Do you need my husband's name because it's on my hus insurance it's on my husband's name. Do you need first and last name?
[AGENT][NEUTRAL] Yeah, so I would need to, I would need like a policy number or a name that I can search by.
[CUSTOMER][NEUTRAL] That you can
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, OK. Policy number is 02158536.
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] And grow it.
[CUSTOMER][NEUTRAL] Do you need the group number?
[AGENT][NEUTRAL] Um, no, I shouldn't need the group number. Can I just get your first and last name, please again?
[CUSTOMER][NEUTRAL] Uh my name is [PII] and uh in short it's [PII], my husband.
[AGENT][NEUTRAL] Thank you. And if I could get your date of birth and then address, please.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII] and the address is uh [PII].
[AGENT][NEUTRAL] Thank you. Um, all right, let me pull up the plan you have here and see.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, so the plan that you have will cover 40% of the cost, so we don't, we don't have what, you know, the dentist office, what they're gonna charge, um, you know, for those services, but the plan that you have covers 40% of the cost, so you would be responsible for the remaining.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][POSITIVE] Mhm, mhm. OK. OK, then. Thank you so much. That's all what I need to do.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome. Have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.
[AGENT][NEUTRAL] Uh, bye-bye.