AccountId: 011433970860
ContactId: 2c15d21d-65d8-40bb-be0b-b6efc1ab63e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 519190 ms
Total Talk Time (AGENT): 222583 ms
Total Talk Time (CUSTOMER): 146289 ms
Interruptions: 8
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/2c15d21d-65d8-40bb-be0b-b6efc1ab63e2_20250509T17:46_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling AEPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to um opt out of the services.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] May I have that please, ma'am?
[CUSTOMER][NEUTRAL] Can I, can I ask you a few questions before we do this?
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][NEUTRAL] How does this work? Like, because I had a dental, a dentist appointment today and nothing was covered, so.
[CUSTOMER][NEUTRAL] That that's pretty much the reason why I wanted to opt out, but how does it work?
[AGENT][NEUTRAL] Now that I would have to place you through to the benefits department and they could better assist you with that.
[CUSTOMER][NEUTRAL] OK, can you do that first before I um opt out so I could see.
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] Yes, I
[AGENT][NEUTRAL] Right, they're gonna want me to give them their, have their, uh, have your policy number. Do you mind if I go ahead and get that from you?
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Yes ma'am, um, it's 02.
[CUSTOMER][NEUTRAL] 61
[CUSTOMER][NEUTRAL] 92
[CUSTOMER][NEUTRAL] 15.
[AGENT][NEUTRAL] Thank you, they, you know, cause they'll have to have your policy to look at so they can go, you know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Otherwise, they won't know what to tell you on the benefits. So let me get that pulled up. Let's do a quick verification just to make sure I have the right person and, uh, the right plan. So, may I have your name, please?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Thank you. And Ms. [PII], may we verify your date of birth and then your address?
[CUSTOMER][NEUTRAL] [PII], the address is [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] Wonderful if that's matching so the last little bit of information, may we verify the phone number that we have on file for you and the email address please.
[CUSTOMER][NEUTRAL] [PII], and what was the other one?
[AGENT][NEUTRAL] Your your personal email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. Everything is current, matching. OK, so this is your dental. All right, Miss [PII], what I'll do now is place you through, um, and to someone who can better assist you with the benefit questions. Uh, before I do, is there anything at the moment that I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, not at the moment.
[AGENT][POSITIVE] OK, well, thank you for calling APL Ms. [PII], give me just a moment while I provide them with your information and I hope you have a wonderful day. One moment please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Yeah, so it's [PII], how are you, dear?
[CUSTOMER][POSITIVE] I'm good. How about you?
[AGENT][POSITIVE] I'm fine, thank you.
[AGENT][NEUTRAL] Miss So, oh my goodness, I have a, a big customer on the phone who has questions about her benefits. He, they didn't pay anything on her claim, and she's, I guess trying to decide if she wants to keep it or not.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, got you. OK. Um.
[AGENT][NEUTRAL] So she wants to know why, you know, why she has it basically. It's not how she worded it, but, you know.
[CUSTOMER][NEUTRAL] Mm, yeah, I got you. I got you. OK, what is the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. 261.
[AGENT][NEUTRAL] 9215. And I know you just got off another call because y'all are getting them back to back apparently, you know, that's the way it looks.
[CUSTOMER][NEUTRAL] Yes, we are, yeah, that's why I was like, uh, I just finish it with the note and I'm like, OK.
[AGENT][POSITIVE] Oh bless up God. I know.
[AGENT][POSITIVE] Yeah, I, I, I try to give you a second to breathe when you answer the phone, but, you know, just get your, you know, whatever. God bless you, you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] It is fine. It's OK. It's all right. OK, let's see, um.
[CUSTOMER][NEUTRAL] And uh did she say if it was the disability or the dental or she did not specify?
[AGENT][NEUTRAL] Did she say if it was what there? I'm sorry.
[CUSTOMER][NEUTRAL] If it was the dental or the disability?
[AGENT][NEUTRAL] It's the dental.
[CUSTOMER][NEUTRAL] It's the dental? Oh, OK. No, I don't see no claims. OK.
[AGENT][NEUTRAL] And she said
[AGENT][NEUTRAL] Oh well, she said it, they didn't pay anything. All I know, she said, you know, but if she doesn't want it, she, she told me, you know, first she was like she wanted to cancel, then she decided, well, first she won't ask about the benefits before she canceled. she's just gonna be sent straight to, if she decides she doesn't want it straight to B. So I don't think she's gonna be able to, she may be able to cancel since it was, no, she just enrolled. Oh my [PII]. OK, she's pretty.
[CUSTOMER][NEUTRAL] Mm hm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] I don't know how that works. It's gonna be between her and benefits of the car.
[CUSTOMER][POSITIVE] Yeah, well, yeah, usually, if we don't know, we don't do cancellations, so yeah, it will go to them. Uh, yeah. OK dokey, but all her information, perfect.
[AGENT][NEUTRAL] Oh [PII], help us.
[AGENT][NEUTRAL] Yeah, we don't do that. Yeah, that's it. That's it we don't do that. uh, you, I did verify all of her information. Her callback number is the same as what's on file, so if, if you like, I can go ahead and give that to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] No, no, it's fine. I got it. Thank you so much. I'm ready for her. Have a good weekend. Happy Mother's Day.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Thank, thank you, dear. You too. Oh, you too, so, so, so, [PII], I'm so tongue tied and crazy today. Thank you so. You too, honey. Bye dear.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You're welcome. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.