AccountId: 011433970860
ContactId: 0144ceb6-0584-4212-99ab-8d2b9d583617
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429869 ms
Total Talk Time (AGENT): 188027 ms
Total Talk Time (CUSTOMER): 149963 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/0144ceb6-0584-4212-99ab-8d2b9d583617_20250324T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Hi, Ms. [PII]. How are you doing today, ma'am?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm doing well. How can I help you today, Miss [PII]?
[CUSTOMER][NEUTRAL] What I'm doing.
[CUSTOMER][NEUTRAL] I'm calling when I retired.
[CUSTOMER][NEUTRAL] I had, uh, you want them dental insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh I need you all.
[CUSTOMER][NEUTRAL] And look at the email I sent you. I filled out my forms and I sent a blank check. I want my dental to get active again.
[AGENT][NEUTRAL] OK, Ms. [PII], do you have your policy number?
[AGENT][POSITIVE] And I can check on that for you.
[CUSTOMER][NEUTRAL] Hold on a minute. OK, well.
[AGENT][NEUTRAL] I'll check, I'll check your policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I have my group number.
[AGENT][NEUTRAL] OK, I can do it with your.
[CUSTOMER][NEUTRAL] It's a group I think.
[AGENT][NEUTRAL] Can you give me your social security number and that'll pull your policy in for me, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] Give me just a second and I'm gonna find your dental policy that you had with us at one time.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEGATIVE] Nothing to do with
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Mm, OK, Miss. [PII], can you please uh verify your policy for me? I'll need your date of birth first.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My phone number is [PII]. My address is [PII], I dare you, [PII], and the email that I'm using now.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, let me repeat that um email address to you. [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Oh, I apologize I I see it now OK thank you very much for verifying your information for me.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do is I need to transfer you on over to customer service so that they can further assist you as far as um.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Whether or not they received your port paperwork to be able to continue your policy, OK?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Alright, it's gonna be a brief hold, Miss [PII]. Thank you so much for calling. Anything else I can help you with before I transfer you?
[CUSTOMER][POSITIVE] Oh man, thank.
[AGENT][POSITIVE] You're welcome have a nice night and thanks for calling APL.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you?
[CUSTOMER][NEUTRAL] Hey, I'm fine. How are you, [PII]? Hey, [PII].
[AGENT][POSITIVE] This is [PII]. Hey, I'm good. Hey, I've got Miss [PII] on the phone and she is super, super sweet.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] I don't know uh what's going on, but she said that uh she talked to somebody, she got some port paperwork, she sent in her port paperwork and her check for policy number 404384.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's been lapsed since [PII].
[CUSTOMER][NEUTRAL] OK, 40438.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, her dental policy and I don't.
[CUSTOMER][NEUTRAL] I'm a Dunbar.
[AGENT][NEUTRAL] Yeah and I don't see any other dental policy for her.
[CUSTOMER][NEUTRAL] No, it's not any.
[AGENT][NEUTRAL] It's the only one I could find.
[CUSTOMER][NEUTRAL] Her name is [PII] or [PII]. You said [PII].
[AGENT][NEUTRAL] She said her name was [PII].
[AGENT][NEGATIVE] Did I pull up the wrong darn pa?
[CUSTOMER][NEUTRAL] Well this is [PII].
[AGENT][NEUTRAL] Hold on, let me see. [PII] Let me pull up her.
[AGENT][NEUTRAL] Let me look, she verified everything though and it was correct um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's an [PII] too. Oh Lord.
[AGENT][NEUTRAL] But under her social security number, under her social security number, that's the only because we had to look by social security number, she didn't know her policy number. That was the only dental policy I saw.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which is also pulling up under.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh, [PII] too, so I think we have the right one.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Alright.
[CUSTOMER][NEUTRAL] OK, um, let's see, her call back is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Alright, I'll talk to her thank you.
[AGENT][NEUTRAL] OK, well, she said she's sending her check too and she's expecting to have her policy reinstated.
[CUSTOMER][POSITIVE] OK. Thank you. Mm.
[AGENT][POSITIVE] OK. Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye.