AccountId: 011433970860
ContactId: 0f95f29e-3997-434d-9d44-8a5a2aa562ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267750 ms
Total Talk Time (AGENT): 113270 ms
Total Talk Time (CUSTOMER): 70787 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/0f95f29e-3997-434d-9d44-8a5a2aa562ce_20250219T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi yes ma'am, [PII]. I just wanted to know, um, I called another number. I wanted to know what was included inside of my orthodontic, uh, uh, procedures like dental wise and if it's possible for you to send over to me, um.
[CUSTOMER][NEUTRAL] Documents of what's included in it.
[AGENT][NEUTRAL] Mhm. Yes, I can do that. Unfortunately, I'm not able to provide that information to you, but I can go ahead and transfer you to the benefits department if that works for you.
[CUSTOMER][POSITIVE] That's fine, thank you.
[AGENT][NEUTRAL] Alright, um, may I have the policy number please?
[CUSTOMER][NEUTRAL] Yes ma'am, it is.
[CUSTOMER][NEUTRAL] 485.
[CUSTOMER][NEUTRAL] 43018.
[AGENT][NEUTRAL] Alright, let me just a second so I can pull it up.
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][NEUTRAL] I don't see to find a policy with that number you just provided to me. I'm gonna read it back to you again to make sure I have it correct. 485.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] 485.
[AGENT][NEUTRAL] 485-430.
[CUSTOMER][NEUTRAL] 430.
[AGENT][NEUTRAL] 18.
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, APL policy numbers should start with a 02 or 01. Um.
[CUSTOMER][NEUTRAL] I have another number.
[CUSTOMER][NEUTRAL] The number is gonna be 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 599, wait, no, it's 025599.
[CUSTOMER][NEUTRAL] 01.
[AGENT][NEUTRAL] All right, let's see if it pulls up right now.
[AGENT][NEUTRAL] And is this for Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, and just for verification steps, do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. Address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, perfect. Thank you, Ms. [PII]. I will go ahead and um request that policy certificate for you that will contain all the benefits um within your policy and I will go ahead and transfer you to the department so they can read uh the benefits to you back again.
[CUSTOMER][POSITIVE] Yes ma'am. Thank you.
[AGENT][POSITIVE] All right. You're welcome. I hope you have a nice day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] This is [PII]. May I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have an insured on the line who is wanting to know um what does her dental policy covers.
[CUSTOMER][NEUTRAL] OK. Do you have a callback number for her?
[AGENT][NEUTRAL] Uh yes, that will be the one she's calling back from that [PII] number.
[CUSTOMER][NEUTRAL] And do you have the policy number?
[AGENT][NEUTRAL] Mhm. Yes, her policy number is 255.
[AGENT][NEUTRAL] 9901.
[CUSTOMER][NEUTRAL] OK, and you verified everything already?
[AGENT][NEUTRAL] Mhm. Yes, I have her verified. I will go um ahead and also issue her policy certificate to be sent to her mailing address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] This is [PII]. May I help you?