AccountId: 011433970860
ContactId: ed979f37-c835-4eaf-bf82-54ae30e3a21b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201000 ms
Total Talk Time (AGENT): 82051 ms
Total Talk Time (CUSTOMER): 81664 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/ed979f37-c835-4eaf-bf82-54ae30e3a21b_20250508T17:52_UTC.wav
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[CUSTOMER][NEUTRAL] Hi, um, can you can please call me back, uh, my number.
[AGENT][NEUTRAL] Yeah, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, hi, [PII]. How are you? Um, do you need my plan information or?
[AGENT][NEUTRAL] Yes, ma'am. Can I get your
[CUSTOMER][NEUTRAL] Like my, my policy number.
[AGENT][POSITIVE] Yes, can I get your name and your callback number just in case the calls dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yeah, so it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then what is your callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 03779
[AGENT][POSITIVE] Thank you very much. And how can I help you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, I'm calling because
[CUSTOMER][NEUTRAL] I wanted to know if uh my, my dental insurance only covered a certain amount. Does this work for dental also?
[AGENT][NEUTRAL] Let me check the policy for you real quick, Ms. [PII], and I can give you your benefit information, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First, I'm going to need for you to please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the address, phone number and email address that we have on the policy, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you know the email address or the cell phone number on the policy?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Either [PII] or [PII].
[AGENT][POSITIVE] OK, thank you very much. I appreciate you verifying the policy for me. Let me look and see if you have dental benefits.
[CUSTOMER][POSITIVE] You welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this policy does not cover dental. This is a supplemental insurance policy that um is billed secondary to your major medical insurance.
[AGENT][NEUTRAL] So it's for medical purposes only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this is only me, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right then.
[CUSTOMER][POSITIVE] Fair enough.
[AGENT][NEUTRAL] OK. All right, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, that's about it actually. That's fine.
[AGENT][POSITIVE] OK. All right. Well, I hope you have a wonderful day, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Thank you so much.
[AGENT][POSITIVE] Mm. You're welcome, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] OK