AccountId: 011433970860
ContactId: e920ffe3-d25c-4f64-b74b-210cc422b7df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192600 ms
Total Talk Time (AGENT): 58175 ms
Total Talk Time (CUSTOMER): 59940 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/e920ffe3-d25c-4f64-b74b-210cc422b7df_20250605T16:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, I just had a couple questions about a few patients, um, with their dental plan.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, the first one is 12254714.
[AGENT][NEUTRAL] 4, OK, uh give me a moment.
[AGENT][NEUTRAL] Um, looks like it's too many numbers on that policy number. Do you have a copy of the card in front of you?
[CUSTOMER][NEGATIVE] I, I do not unfortunately.
[AGENT][NEUTRAL] OK. Uh, what's the insured's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it says, uh, um, I'm sorry, so sorry, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] [PII] option 2.
[AGENT][POSITIVE] Thank you. Let's see.
[AGENT][NEUTRAL] Uh, I do not show her understand. And you said the first name is [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Do you happen to have her social?
[CUSTOMER][NEUTRAL] Uh, let me go see if it's in there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, no, I don't unfortunately. Well, actually, you know what, let me go see if I have her paperwork. Maybe it wasn't put in there.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, social is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I'm sorry. I just don't show her in our system.
[AGENT][NEUTRAL] And you don't have a copy of the card?
[CUSTOMER][NEUTRAL] OK, and it's a
[CUSTOMER][NEUTRAL] Uh, no, and this is [PII] plan through [PII], right? Because it looks like it was verified in March. So is it possible maybe she just doesn't have it anymore?
[AGENT][NEUTRAL] No, if they had a policy with us whether it termed or not, it was shown in the system, but this is American Public Life or APL.
[CUSTOMER][NEGATIVE] Oh, so this isn't ame plan.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] Oh, OK, that's why thank you.
[AGENT][NEUTRAL] Yes,