AccountId: 011433970860
ContactId: c78aeee1-c0fc-4da3-822d-c52e01217ac3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224220 ms
Total Talk Time (AGENT): 59487 ms
Total Talk Time (CUSTOMER): 79839 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c78aeee1-c0fc-4da3-822d-c52e01217ac3_20250616T16:45_UTC.wav
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[AGENT][NEUTRAL] Good morning thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yeah, I, my husband recently, uh, received benefits from his job, and I'm trying to find out what doctor we can go to.
[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 the policy number?
[CUSTOMER][NEUTRAL] You know, I'll look at the card.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] T.
[CUSTOMER][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh yeah, oh sorry, apologies.
[CUSTOMER][NEUTRAL] That's the employee ID. No, I'm saying. Oh, my bad man. The policy number is 02.
[CUSTOMER][NEUTRAL] 634-734
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right now yeah right now.
[AGENT][NEUTRAL] And what's the name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] The which address is this [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm not sure the zip code.
[CUSTOMER][NEUTRAL] I'm not sure what the zip code is, uh.
[AGENT][NEUTRAL] OK. You can just give me your email address.
[CUSTOMER][NEUTRAL] Uh, email address is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And you were wanting, is this for your dental policy or medical?
[CUSTOMER][NEUTRAL] Medical, I believe is that what you're calling.
[AGENT][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hold on one moment, let me look up the medical policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I can help you with that. This is a dental policy only.
[CUSTOMER][NEUTRAL] OK, this month.
[AGENT][NEUTRAL] The only other policy that I'm showing you all have with us is a life policy, and I'm not showing a medical policy with us, just a dental and life.
[CUSTOMER][NEUTRAL] Alright, that's fine. I called another number that I thought was the medical and they told me to call this number.
[AGENT][NEUTRAL] Yes, ma'am. I'm not seeing one with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you. Alrighty ma'am thank you so much.
[AGENT][NEUTRAL] Is there anything else I can?
[AGENT][NEUTRAL] Anything else I can help you out with?
[CUSTOMER][NEUTRAL] No, we'll call back when we need to go to the dentist, thanks.
[AGENT][POSITIVE] Thank you, Mr.