AccountId: 011433970860
ContactId: e59d63d8-cfa9-45ca-a3b4-77f50cdab0c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125779 ms
Total Talk Time (AGENT): 44779 ms
Total Talk Time (CUSTOMER): 51351 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/e59d63d8-cfa9-45ca-a3b4-77f50cdab0c7_20250618T15:55_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning. Um, I have a question about my insurance, please. I'm a little stuck with a little confused about the dental bill that I got.
[AGENT][NEUTRAL] OK, yeah, let's take a look. Do you have your dental policy number?
[CUSTOMER][NEGATIVE] Unfortunately, I don't.
[CUSTOMER][NEUTRAL] Think so. Um, my wife just gave me the number, um.
[CUSTOMER][NEUTRAL] Yeah, no, I, I do not have it.
[AGENT][NEUTRAL] OK, we can look it up by name or social, um, either one, so if you wanna give me whichever.
[CUSTOMER][NEUTRAL] Sure, my, my social is [PII].
[AGENT][NEUTRAL] OK, thank you. Let me just take a look here, one moment.
[AGENT][NEUTRAL] What is your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then if you can give me your date of birth and complete address, please.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, [PII]. So, in looking, I did find a policy with us. Now, I see that you have a secondary gap like medical plan with us. I don't see a dental plan.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] This is, OK, I'm, I'm sorry, this is not united?
[AGENT][NEUTRAL] No, this is American Public Life Insurance.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Uh, oh shoot, I called the wrong. Great. After all this time on, OK, no, my fault. I called the wrong one. OK, no worries. Thank you very much.
[AGENT][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] Bye-bye.