AccountId: 011433970860
ContactId: da65d5b4-8744-4f3e-90a8-74f747d71c12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175059 ms
Total Talk Time (AGENT): 44828 ms
Total Talk Time (CUSTOMER): 77442 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/da65d5b4-8744-4f3e-90a8-74f747d71c12_20250304T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, um,
[CUSTOMER][NEUTRAL] My dad has got dental insurance through y'all and he's on the other line say hi pop. Hi.
[CUSTOMER][NEUTRAL] His policy number is 00615976.
[CUSTOMER][NEUTRAL] And you were wondering what the premiums were right?
[CUSTOMER][NEUTRAL] Right, uh, I, I got it. I asked for a confirmation letter and they sent it that and it's active. I needed that, but I also needed the cost of it and I did and this letter just had the, the fact that it was active.
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], could you please verify your date of birth and the mailing address listed please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have a callback number just in case this call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Mr. [PII], I do need to verify the mail and email address that is listed on file.
[CUSTOMER][NEUTRAL] [PII]. Now I, uh, they sent me an email and the letter's good. It just tells me that it's active but it doesn't have the cost on it.
[AGENT][NEUTRAL] And then go ahead.
[AGENT][NEUTRAL] Let me see if I'm able to pull it up because this here is the claims department we just assist with claims.
[CUSTOMER][NEGATIVE] Well then your automated system sent it to the wrong place.
[AGENT][NEUTRAL] So for this, it looks like your premium amount is $18.30.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. Is that the information that you were needing?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that the information that you were needing?
[CUSTOMER][NEUTRAL] Is that the information you needed?
[CUSTOMER][NEUTRAL] Yeah, that's the information I was needing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. I appreciate it very much.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.