AccountId: 011433970860
ContactId: e96fe255-98a1-4518-b743-1c8b7256f971
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180000 ms
Total Talk Time (AGENT): 69661 ms
Total Talk Time (CUSTOMER): 71288 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/e96fe255-98a1-4518-b743-1c8b7256f971_20250522T14:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh I'm trying to um get information about my policy.
[AGENT][POSITIVE] Sure, I can help you with that. Um, can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Parents pool and call back number [PII].
[AGENT][NEUTRAL] Right. And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, it's 02619672.
[CUSTOMER][NEUTRAL] Just that I don't believe in ghosts either.
[AGENT][NEUTRAL] Alright, one moment while I pull that up.
[CUSTOMER][POSITIVE] and you know trick themselves into believing it.
[CUSTOMER][NEUTRAL] OK, then what do you believe? Oh, I don't believe in ghosts.
[CUSTOMER][NEUTRAL] You know, like when you die, that's it, that's the end there's.
[AGENT][NEUTRAL] And can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Oh shit, [PII] I actually just [PII].
[AGENT][NEUTRAL] And your address and phone number that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] With [PII].
[AGENT][NEUTRAL] And is the phone number the same as the one you're calling me on?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what questions did you have?
[CUSTOMER][NEUTRAL] Um, what does the, the policy consist of? Do I have dental, medical, what, because they don't sell on the cards.
[AGENT][NEUTRAL] Uh, the policy number you gave me is a hospital indemnity policy. Let me see if you have anything else with us.
[AGENT][NEUTRAL] So you do have a dental policy as well. Um, do you want that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 261.
[CUSTOMER][NEUTRAL] 261.
[AGENT][NEUTRAL] 96.
[CUSTOMER][NEUTRAL] 96
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] 73.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 73
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, but I can still use these cards to go to the dentists or I gotta use that policy number to give to them.
[AGENT][NEUTRAL] You'll use, you'll use that policy number and typically what they'll do is they'll call us to check eligibility and then we'll give them a fax back of everything that you are covered under.
[AGENT][NEUTRAL] And then you also have a hospital indemnity plan, um, which is the policy number you gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright then, thank you.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] There we go.
[AGENT][POSITIVE] Great. Thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mhm