AccountId: 011433970860
ContactId: 15d80dd3-62f9-41ac-ba77-9ac6502e81ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259738 ms
Total Talk Time (AGENT): 55145 ms
Total Talk Time (CUSTOMER): 174045 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/15d80dd3-62f9-41ac-ba77-9ac6502e81ac_20250404T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK, [PII], my name is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And just so you have some background, this is the 7th phone call I have made and the first one I made was the APL at this very same number.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And the lady kept breaking up and she hung up on me. I so I called back and I got somebody else and they told me, oh well this is the wrong number and then I they transferred me to some other number and he put me on hold then he hung up on me then I talked to [PII].
[CUSTOMER][NEUTRAL] And she told me they don't handle it there and she gave me a different number so I called her and I talked to [PII] and [PII] tell me that ATL handles the dental claims.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] I'm so sorry you're having going back and forth like this. OK, this is regarding, you said a dental claim?
[CUSTOMER][NEGATIVE] Yes, and so like, you know, if I can't get this paid what's the sense of me paying these uh premiums that I've been paying?
[AGENT][NEUTRAL] Sure, OK, let's take a look at all of this, [PII], um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] And then you'll call me back if we get disconnected, right? I don't have to.
[AGENT][POSITIVE] Absolutely, no sir, I will call you back if we're disconnected.
[CUSTOMER][NEUTRAL] OK, it's uh.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You ready? 023.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 16266
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have the claim number here.
[AGENT][NEUTRAL] OK, I'm just gonna verify.
[CUSTOMER][NEUTRAL] And so like,
[AGENT][NEUTRAL] Sorry, go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] No, you're OK.
[CUSTOMER][NEUTRAL] Well, there's so many, uh, like my wife called to make sure because we want to pay, pay some more, keep our benefits up to date and so she called and they first said, oh well, your, your benefits expired [PII], and she says a kid, my husband and I paid it till [PII]. I'm trying to make sure we pay it so that our benefits continue.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And so finally she said, oh no, OK, that's my mistake you're right, it's [PII] and or [PII] something and so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Here, here we are, we, my wife sent a check out on the [PII], which should be in your hands by now, um, for $102.15 I think it was from the paperwork I was looking at.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And so now I just got a, I, I just got a claim sent to me saying they're not paying anything on my dental, my recent claim.
[AGENT][NEUTRAL] I see. OK, OK. I understand. Before we go any further, [PII], I'm just gonna verify some information really quick. Um, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Er
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Uh, where'd you go?
[CUSTOMER][NEUTRAL] I'm, I'm here. Can you hear me?
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, where are you?
[CUSTOMER][NEUTRAL] Hi, I can hear you. Can you hear me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] I'm here, can you hear me?
[CUSTOMER][NEUTRAL] [PII], can you call me back?
[CUSTOMER][NEGATIVE] The phones are terrible today.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Please call me back.
[AGENT][NEUTRAL] Hello