AccountId: 011433970860
ContactId: d2601b90-366a-4b1f-b97d-ff763a0f2001
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124680 ms
Total Talk Time (AGENT): 54530 ms
Total Talk Time (CUSTOMER): 48033 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/d2601b90-366a-4b1f-b97d-ff763a0f2001_20250318T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, this is [PII]. I was trying to see what my, uh, dental insurance still active.
[AGENT][NEUTRAL] OK, I can check your policy and see if it's still active for you. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I don't, I don't know, I don't know, just that, yeah, the policy, um, number is 02582525.
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number, and email address?
[CUSTOMER][NEUTRAL] Um, my phone number is [PII]. My house address is [PII].
[AGENT][NEUTRAL] OK, and then one last, yeah.
[CUSTOMER][NEUTRAL] And my email is.
[CUSTOMER][NEUTRAL] You want to go home?
[AGENT][NEUTRAL] Yes, sir, please.
[CUSTOMER][NEUTRAL] And my email is um um [PII].
[AGENT][POSITIVE] Thank you. I appreciate it, [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And if we get disconnected is that number you just verified is that a good number to call you on?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, perfect. All right, let me look. Yes, your policy is active at the moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] You still have an active policy.
[CUSTOMER][NEUTRAL] OK, I know cause I go to the doctor.
[CUSTOMER][NEUTRAL] Yeah, I go to the doctor. I was on dentists on Friday. I was trying to see, can I use it.
[AGENT][NEUTRAL] Yes, sir, as of today, the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] that's all I wanted.
[AGENT][POSITIVE] OK, well I appreciate you calling APL Jason.
[CUSTOMER][POSITIVE] Uh, thank you.
[AGENT][POSITIVE] Thank you. You're very welcome. I hope you have a good rest of your day and I hope your, your appointment goes well for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, sir.