AccountId: 011433970860
ContactId: 05d6d47a-c702-4ffd-8b6e-f6a352d71652
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350160 ms
Total Talk Time (AGENT): 175819 ms
Total Talk Time (CUSTOMER): 93955 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/05d6d47a-c702-4ffd-8b6e-f6a352d71652_20250303T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is uh [PII], and I'm with Decker Truck Line, and I've got you guys for my um my dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Coverage.
[AGENT][POSITIVE] Yes, how can I help you?
[CUSTOMER][NEUTRAL] And I need to see.
[CUSTOMER][NEUTRAL] I need to see what you guys will cover and what you guys won't cover. Um, first of all, I need, I need you, I haven't got my card or I can just place my cards. Um, so I'm gonna need, I need you to send me some uh another thing, uh, a set of cards.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, Mr. [PII], I can definitely do that. Um, do you happen to have the policy number or no?
[CUSTOMER][NEUTRAL] No, that's what I'm calling you for because I don't think I I've, I've never seen the APL cards come through, so I don't know my group name or my policy number or anything. That's why this calls, this is why this call is being made and then I need to see my benefits too because I had to have some, some work and stuff done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. Yes, all right. Um, I can pull up your policy using your social security number. Um, I'm ready whenever you're ready.
[CUSTOMER][NEUTRAL] OK, it's um [PII].
[AGENT][NEUTRAL] Alright, and let me just a second while the system tries to search it up.
[AGENT][NEUTRAL] And in what state is this policy issued?
[CUSTOMER][NEUTRAL] Uh, should be [PII].
[AGENT][NEUTRAL] All right, Mr. [PII], I was able to find your policy and for verification steps, do you mind um telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, perfect. I see a slide here, um.
[AGENT][NEGATIVE] Slight error in your um apartment number. The line, the apartment is not.
[AGENT][NEUTRAL] Added into the second line, I'm just gonna make that slight modification and I will be requesting a copy of your policy, um, ID card and certificate so you can get them mailed.
[CUSTOMER][NEUTRAL] Yeah, that might be why I don't, I didn't get them because if there's an apartment number there then I wouldn't get them.
[AGENT][NEUTRAL] Well, the apartment number is added, but it's not added like separately, like in a second line. So I would guess that would be um I'm changing this really quick.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, we got it. And I am just now requesting that copy of the ID card and certificate for you.
[AGENT][NEUTRAL] All right, Mr. [PII], would you like to write down your policy number in case you would need it in the future, or you will be OK whenever the, OK, um, that I'll.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I, I won't need the, the.
[CUSTOMER][NEUTRAL] I'm sorry, I, I am gonna need that policy number because I'm I have to use it here just shortly.
[AGENT][NEUTRAL] Mhm, OK, um, that policy number is.
[AGENT][NEUTRAL] 255.
[AGENT][NEUTRAL] 44
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And read that back to you it is um.
[CUSTOMER][NEUTRAL] 2554424
[AGENT][POSITIVE] Yes, that is correct. All right, um.
[AGENT][POSITIVE] Car we have ordered that card for you and let's see really quick.
[AGENT][NEUTRAL] Mhm. All right. Um, I'll, what I'm gonna do right now is gonna go ahead and um connect you with the benefits department, um, so they can go ahead and read those benefits to you. Is that OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] All right, Mr. [PII], is there anything else besides the benefits that you need help with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, perfect. Well, thank you for calling APL and I hope you have a nice day. I'm gonna go ahead and connect you with the benefits department.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Good morning, [PII]. I have an insured on the line, Mr. [PII].
[AGENT][NEUTRAL] Um, with policy number 2554424.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, he is requesting, um, uh, to have information about his benefits, what is covered and what is not. Is that something you can help him with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll be happy to assist.
[AGENT][POSITIVE] All right. Well, thank you very much. I already have um verified everything for him and ordered an ID card for him.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.