AccountId: 011433970860
ContactId: 41f17881-5bd2-4b07-a14f-1f8950671e53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171970 ms
Total Talk Time (AGENT): 85589 ms
Total Talk Time (CUSTOMER): 58163 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/41f17881-5bd2-4b07-a14f-1f8950671e53_20250325T16:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yes, I have got receiving you guys' cards in the mail yesterday. I wanna um.
[CUSTOMER][NEUTRAL] What it's about like, whatever.
[CUSTOMER][NEUTRAL] Is it free dental work or something?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What do I have to pay?
[AGENT][NEUTRAL] Um, do you want to know if it's covered 100%, is that your question?
[CUSTOMER][NEUTRAL] Well, well, how did I, I don't know, I don't remember signing up for this, so what is it free or something?
[CUSTOMER][NEUTRAL] Like the, the dental, like the
[AGENT][NEUTRAL] I don't think it's
[AGENT][NEUTRAL] I'm not sure. This is all through your employer. This is all through your employer because we don't have individual policies, but I can check and see um how is it set up, OK? Um, may I have the policy number on the card?
[CUSTOMER][NEUTRAL] Uh, how much the payments a month like?
[CUSTOMER][NEUTRAL] Um, it's gonna be what's the policy number?
[CUSTOMER][NEUTRAL] Uh, so 02607487.
[AGENT][POSITIVE] Thank you. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and my phone number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII] and my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII] and the email is [PII].
[AGENT][NEUTRAL] OK, and you said the the [PII] is [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Probably need to update that with benefits in a card. We don't have the apartment number, so you are with Focus Workforce management.
[AGENT][NEUTRAL] And um this is your dental policy, um.
[AGENT][NEUTRAL] I'm not sure if it's fully funded by the employer or they're taking it out of your check. Um, what I can do is get benefits in a card in the line for us and you can um request to see how much you're paying for the policy if you're paying any, and this is a dental policy.
[CUSTOMER][NEUTRAL] OK, well, I'm kind of busy right now but I just can I just call back later?
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I said I'm, I'm kind of busy right now so I just call back.
[AGENT][NEUTRAL] Yeah, you can always call later. Um, do you need their numbers? You can have it, so you can call them later.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Not really. I just call a bit later.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else I'm gonna help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Thank you for calling APO. Have a good day. Goodbye.
[CUSTOMER][POSITIVE] Thank you.