AccountId: 011433970860
ContactId: d6bfe035-9768-490b-89b8-cb9d03cb51da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173750 ms
Total Talk Time (AGENT): 69767 ms
Total Talk Time (CUSTOMER): 64062 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/d6bfe035-9768-490b-89b8-cb9d03cb51da_20250619T22:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was trying to, um, schedule an eye exam, and but they, they uh, they told me that I need to know what kind of, what covers, what's covered with my APL um.
[CUSTOMER][NEUTRAL] Insurance.
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And [PII], do you have a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see. Oh, OK. 0234 0455.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like this policy is your dental policy. Let me see. That's the only policy you have with APL.
[CUSTOMER][NEUTRAL] I don't have I.
[AGENT][NEUTRAL] Um, not through us.
[CUSTOMER][NEUTRAL] There's, it's not this.
[CUSTOMER][NEUTRAL] Not for you? Oh, OK, so this is just a dental, and that's it?
[AGENT][POSITIVE] Correct, um.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Is your spouse the policy holder?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what I would do.
[AGENT][NEUTRAL] I would have him.
[AGENT][NEUTRAL] Um, because he is the policy holder, I believe he will be the one that they need to speak with. Um, if you have a pen and paper I can give you the phone number to UTBA, um, so he can see what other options you all have available to you, um, and if he needs to, and if he wants to enroll in another in some eye coverage if there is any available, um, he'll be able to do that, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Can I, can I have the number there?
[AGENT][NEUTRAL] Are you ready for the number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII]. OK. All right. Thank you.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. Thank you very much.
[AGENT][POSITIVE] Great. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too, bye.