AccountId: 011433970860
ContactId: cb34c3f5-5410-48bb-a6fb-b71d1730b001
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236320 ms
Total Talk Time (AGENT): 104461 ms
Total Talk Time (CUSTOMER): 75350 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/cb34c3f5-5410-48bb-a6fb-b71d1730b001_20250321T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I just recently got dental uh coverage through you guys.
[CUSTOMER][NEGATIVE] And I did not receive anything that states exactly what's covered.
[CUSTOMER][NEUTRAL] And I'm trying to figure it out.
[AGENT][NEUTRAL] Alright, Ms. [PII], um, just in case we get disconnected today, what's a good phone number I can call you back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02606526. Unfortunately it'll say [PII].
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] That's my maiden name.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And um so you're just needing to verify your benefits and you want a copy of your um policy?
[CUSTOMER][NEUTRAL] Uh, or just what's covered. I, is extractions covered? Are dentures covered? Uh, is it cleanings, you know, what's all covered under it?
[AGENT][POSITIVE] Alright, Ms. [PII], I'd be happy to um get somebody on the line that can um further assist you with your benefits. I just need to verify a little bit of information first, OK?
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] All right. Um, what's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and you already gave me your phone number, so the last thing I need you to verify is your email.
[CUSTOMER][NEUTRAL] Uh, I don't know which one is gonna be under, uh.
[AGENT][NEUTRAL] It's a Gmail account?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][POSITIVE] Alright, Ms. [PII], thank you so much for verifying all that information for me. Uh, give me just a second and I'm gonna get somebody on the line that can go over your benefits and answer all your questions for you, OK?
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] No problem, Ms. [PII] Was there anything else I could do for you in the meantime?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] All right, well thank you so much for calling APL and I hope you have a wonderful day and we can hold on just a moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I am good, thank you. I have an insured on the line. She's just wanting to see what all her policy covers.
[CUSTOMER][POSITIVE] OK, I'd be happy to assist. Do you have the policy number?
[AGENT][NEUTRAL] Alright. Yes, ma'am. It is 260.
[AGENT][NEUTRAL] 652 6.
[AGENT][NEUTRAL] Down Vermillion.
[AGENT][NEUTRAL] And Vermilion is her maiden name. Uh, she's her last name now is [PII].
[AGENT][NEUTRAL] Um, so, but the policy has vermilion.
[CUSTOMER][POSITIVE] Alright, I'm ready thank you so much.
[AGENT][POSITIVE] No problem. Thank you. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm bye-bye.
[CUSTOMER][NEUTRAL] Hi, this is