AccountId: 011433970860
ContactId: 1e5bccbd-3aa2-4b79-b4e7-a262b211c4df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399239 ms
Total Talk Time (AGENT): 151789 ms
Total Talk Time (CUSTOMER): 118107 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/1e5bccbd-3aa2-4b79-b4e7-a262b211c4df_20250103T17:08_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am. Uh, I was on her with somebody but I don't know what happened, but anyway, um, uh, this is [PII]. I'm calling about my, I've got a bill for, uh, a policy for my dental insurance stating that I did not pay my October payment, but this was, um, these payments were drafted through my payroll at work for the state.
[AGENT][NEUTRAL] Hm, Ms. [PII], I can look into that for you. Do you mind if I get your policy number?
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] No, it's uh 00714958.
[AGENT][NEUTRAL] 00714 did you say 958?
[CUSTOMER][NEUTRAL] Mhm, that's it.
[AGENT][NEUTRAL] Perfect. And Ms. [PII], would you be able to verify for me your date of birth, please?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Perfect. And I'm just gonna verify a few other pieces of information with you, if you don't mind. Uh, would you be able to verify for me your mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[AGENT][POSITIVE] OK, perfect. And if I could just get a good call back number in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, perfect.
[CUSTOMER][NEGATIVE] I lost track of the night.
[AGENT][NEUTRAL] All right, Ms. [PII], so it looks like, OK, yes.
[AGENT][NEUTRAL] It looks like your employment group is the social service social service office for Louisiana.
[CUSTOMER][POSITIVE] Uh huh, that's correct.
[AGENT][NEUTRAL] OK, I'm so sorry we actually just had an error on our side where a bunch of those letters got sent out to other people in that same employment group um saying the same thing and it's a mistake. It was, it was a technical error on our side and those letters did get sent out. You are current and active with us we are still drafting from your, um, through your employer group and so you can just disregard that letter.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Well, let me ask you that because things have changed since then. Uh, yesterday was my
[CUSTOMER][NEUTRAL] Uh, official retirement date. So, uh, is there any way, it's like, is there any way I can keep this? or they keep drafting it through my
[AGENT][POSITIVE] Oh, congratulations.
[AGENT][POSITIVE] That is an excellent question. Let me look a little more at your policy and see if it's something that you can keep once you are done.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, with
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With your
[AGENT][NEUTRAL] Current employment. Hold on 1 2nd.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] Are you having a great new [PII] so far, ma'am?
[CUSTOMER][POSITIVE] I am thank you.
[AGENT][POSITIVE] I'm, yes, I'm having like a fabulous new year.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Um, I mean, we're only 3 days into it, so.
[CUSTOMER][NEUTRAL] Right, it will continue.
[AGENT][POSITIVE] Yes, if it stays like this, it's gonna be a golden year.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, Ms. [PII]. I'm going to put you on a brief hold and I'm going to
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold while I keep looking into this. It just might take me a little bit longer than I thought, OK?
[CUSTOMER][NEUTRAL] OK, OK, that's fine, thank you.
[AGENT][POSITIVE] Thank you, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII]. This is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good how about yourself?
[AGENT][POSITIVE] Hey, I'm doing so great. I have an insured on the line and she wants to know about the portability of her policy.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] Um, I'm looking at policy number 7158.
[CUSTOMER][NEUTRAL] 7158.
[AGENT][NEUTRAL] 714958
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] What's her name?
[AGENT][NEUTRAL] Her name is [PII]. She retired yesterday, and I see like LA Machinery is a special group, but it doesn't, I don't think this is a special group.
[CUSTOMER][NEUTRAL] No, it's not. It's just the state of Louisiana, um, people is what it is. Yeah, she can afford it. You can send her to me. Did you ver
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I will, I did verify all her information, yes, and her phone number is not on file, but it is the number she called from for her callback.
[CUSTOMER][POSITIVE] OK, got it. Thank you.
[AGENT][POSITIVE] Perfect. My pleasure, Ms. [PII]. One sec.
[CUSTOMER][POSITIVE] Good morning, Ms. [PII]. This is [PII] in the customer service department. How are you doing today? Uh, I'm fine, thank you.
[CUSTOMER][NEUTRAL] Got your information pulled up and the representative that transferred you stated that you were inquiring about continuing.