AccountId: 011433970860
ContactId: 04aee2c0-e89b-4914-82b5-42b9b9aafd1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154000 ms
Total Talk Time (AGENT): 82671 ms
Total Talk Time (CUSTOMER): 55996 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/04aee2c0-e89b-4914-82b5-42b9b9aafd1a_20250102T14:37_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] I want to.
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling. I believe I have this insurance through my job. I just want to check and make sure that's correct and that it's active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, go ahead and give me your name and your policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII], and give you my policy number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 00243.
[CUSTOMER][NEUTRAL] 2037.
[AGENT][POSITIVE] Alrighty, Ms. [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] I changed my number. My new number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, miss. uh [PII], thank you for all that information. I'll go ahead and verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your address, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, it was [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information, Ms. [PII]. Now you're calling to see if your dental plan here is active or not. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, because I do show that this dental plan terminated here on uh [PII]. So let me go and make sure you didn't flip to a different number right quick, so give me just a moment, let me do some checking, OK?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No ma'am, I do not see that you did not flip to a different number so this uh dental plan did terminate here. So if you feel like that, um, you have dental, you might wanna check with your human resources department to see maybe who that went with.
[CUSTOMER][POSITIVE] Yes ma'am, that's what I'm gonna to do thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. Ms. [PII] is that all I can help you with?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, well, thanks so much, [PII], for calling APO and you have a great rest of your day, OK?
[CUSTOMER][POSITIVE] You too, sweetie. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.