AccountId: 011433970860
ContactId: fa71fa55-8390-408c-8cb2-0fe4129d4cc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173220 ms
Total Talk Time (AGENT): 49488 ms
Total Talk Time (CUSTOMER): 63639 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/fa71fa55-8390-408c-8cb2-0fe4129d4cc0_20250225T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I just got some questions for one, you said you guys this coverage, this 90 degree benefits do cover um.
[CUSTOMER][NEUTRAL] Dental, right?
[AGENT][NEUTRAL] Um, well, first I'll need to look up the policy information. Could I get your name and a good callback number first just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. And what's your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My policy or my ID.
[AGENT][NEUTRAL] Um, the ID number or if you, if you don't have your policy number, I could look it up by your social.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Um, the, I have the, the employee ID.
[AGENT][NEUTRAL] I'll try.
[CUSTOMER][NEUTRAL] Or I have
[CUSTOMER][NEUTRAL] Will that work?
[AGENT][NEUTRAL] Um, I'll try. What's the number? Yes, ma'am. What's the number?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, OK. D as in dog.
[CUSTOMER][NEUTRAL] 47.
[CUSTOMER][NEGATIVE] I got I can hardly see this.
[CUSTOMER][NEGATIVE] 6, we better just probably try my social because I can't even see it and I ain't got my glasses.
[AGENT][POSITIVE] OK, I'm ready for your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. No policies are coming up under your social. I'll, I can try your name. Your last name is spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And spell your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I apologize, [PII]. You're not coming up under your name either.
[CUSTOMER][POSITIVE] Oh, OK. All [PII]. Thank you.
[AGENT][POSITIVE] Mhm. Thank you for calling ATL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too.