AccountId: 011433970860
ContactId: 2bf346f3-f74a-4a7f-a3c8-1926f777a978
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176919 ms
Total Talk Time (AGENT): 87668 ms
Total Talk Time (CUSTOMER): 58899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/2bf346f3-f74a-4a7f-a3c8-1926f777a978_20250520T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm trying to see if I have dental.
[CUSTOMER][NEUTRAL] Um, benefits?
[AGENT][NEUTRAL] OK, I can help you and see if you have dental insurance. um, can I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And that is spelled [PII] My last name is [PII], and my number is 281.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what, um, do you have any policy numbers with us that you may know?
[CUSTOMER][NEUTRAL] I have um the employee ID.
[CUSTOMER][NEUTRAL] Um, and then a group number.
[AGENT][NEUTRAL] OK, can you give
[CUSTOMER][NEUTRAL] Can I give you those?
[AGENT][NEUTRAL] Um, what's the employee ID number that you have?
[CUSTOMER][NEUTRAL] It's D as in dog, 49700388.
[AGENT][NEUTRAL] OK, thank you and Ms. [PII], can you give me your social so I can pull in any policy that you may have with us?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] OK. I'm not showing um you on this end, but when you gave me that uh.
[AGENT][NEUTRAL] Employee ID number that started with a D, that let me know that I need to um send you over to IMA 90 degree benefit.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me give you that phone number just in case the call is dropped you'll be you'll have it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And once it answers you will choose option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's only if it disconnects. I'm gonna go ahead and transfer you over now so that you can get assistance with your benefits, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. It's gonna be a brief hold. You, you're welcome.
[CUSTOMER][POSITIVE] Thank you, yes.
[AGENT][POSITIVE] I hope you have a good day and thank you for calling APL Miss Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, me too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you for calling 90 if you would like to