AccountId: 011433970860
ContactId: 3873258c-4917-4539-94d9-caf6ab529275
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162979 ms
Total Talk Time (AGENT): 37905 ms
Total Talk Time (CUSTOMER): 61461 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/3873258c-4917-4539-94d9-caf6ab529275_20250327T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Are you, you hear me?
[AGENT][NEUTRAL] Yeah, I can hear you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, how you doing? I was calling to check my policy. I want to add some a dependent to my policy. I don't know if it's too late or is a certain time that you guys do that.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, let me grab it.
[CUSTOMER][NEUTRAL] I don't know which one I'm looking at. This looks like this is a dental. I'm assuming that's all it's the same policy number.
[AGENT][NEUTRAL] Uh, yeah, so is it through your employer? Is this plan through your employer?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I guess I am the employer because I'm an independent contractor.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, so I got a member number or you need a group number or?
[AGENT][POSITIVE] Uh, member number is good.
[CUSTOMER][NEUTRAL] Member number is 02441314.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so you'll have to contact web TPA.
[CUSTOMER][NEUTRAL] Well, PTA.
[AGENT][NEUTRAL] Yes, they're the ones who
[CUSTOMER][NEUTRAL] Oh well, TPA.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me give you their number.
[CUSTOMER][NEUTRAL] OK, hold on, let me grab a pen real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready for you.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's web TPA.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK. I appreciate it. I'll give them a call.
[AGENT][POSITIVE] OK, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] Bye.