AccountId: 011433970860
ContactId: 24d23786-477c-4cb9-a2e6-b11404d765a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128970 ms
Total Talk Time (AGENT): 60657 ms
Total Talk Time (CUSTOMER): 37343 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/24d23786-477c-4cb9-a2e6-b11404d765a2_20250304T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to find out, uh, some premium for, um, dental plans.
[AGENT][NEUTRAL] OK, are you, uh, a member already with, with APL?
[CUSTOMER][NEUTRAL] Well actually I work um for Department of Motor Vehicles.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and did.
[AGENT][NEUTRAL] And do they carry our insurance?
[CUSTOMER][NEUTRAL] Well, she, well, my, um, HR, uh, rep gave me a list of uh vendors so and this company was one of them.
[AGENT][NEUTRAL] OK, so you're wanting new benefits, um.
[AGENT][NEUTRAL] You've, you've not got a dental plan with us now, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I am going to, uh, give you a name and phone number to call. Um, his name is [PII].
[AGENT][NEUTRAL] And he does all the new dental policies for the state of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well I actually have his name on here also. I just thought that I can call the [PII] number. I, I do have his name on here.
[CUSTOMER][NEUTRAL] So I can go ahead and call him.
[AGENT][POSITIVE] OK, good, yes, um, for, yes, and he does help with state employees for [PII] as far as getting new dental benefits.
[CUSTOMER][POSITIVE] OK, great, great, I'll I'll give him a call.
[AGENT][NEUTRAL] OK, alright, well, and what's your name?
[CUSTOMER][NEUTRAL] So I want you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], I thank you so much for calling APL and um that you're thinking about being a new member. We thank you.
[CUSTOMER][POSITIVE] OK. You're welcome.
[AGENT][POSITIVE] Alright, you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] You do the same thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.