AccountId: 011433970860
ContactId: 44f55e9c-5244-4de8-84a7-07f166319437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408910 ms
Total Talk Time (AGENT): 93212 ms
Total Talk Time (CUSTOMER): 69139 ms
Interruptions: 3
Overall Sentiment: AGENT=2.2, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/44f55e9c-5244-4de8-84a7-07f166319437_20250127T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, um, can I speak with [PII] please? I got a voicemail from her earlier.
[AGENT][POSITIVE] Speak with who? I'm so sorry.
[CUSTOMER][NEUTRAL] Um, I don't know how she pronounces it, but [PII] or [PII].
[AGENT][NEUTRAL] Oh yeah, OK, just a moment, I will see if she's available. Um, what was your name?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with Professional Dentali.
[AGENT][NEUTRAL] Yeah, providers
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, alright, and then [PII], can I get a good call back number for you please in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you, and then may I have the policy number this is regarding?
[CUSTOMER][NEUTRAL] Um, yeah, let me pull it up one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02482844.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then, uh, could you give me the name and date of birth for the member that this was concerning?
[CUSTOMER][NEUTRAL] Yes, it was [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Uh, that's not the date of birth I have for [PII]. Looks like that's the date of birth I have for them. That's OK.
[CUSTOMER][NEUTRAL] I'm sorry, that's the subscriber. Yep, sorry, [PII].
[AGENT][POSITIVE] That's right. OK, I appreciate that. All right, uh, [PII], give me just a moment, let me see if [PII] is available.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, one moment, I'm just gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] [PII], I appreciate your patience. Are you still with me?
[CUSTOMER][POSITIVE] Oh gosh, I had myself muted yep, I'm here.
[AGENT][NEUTRAL] Oh, that's OK. I was wondering if mine was.
[AGENT][POSITIVE] Alright well I appreciate your patience. Um, it looks like she's unavailable at the moment um if you'd like we can continue waiting just a bit to see if she will um otherwise I can have her give you a call back it's completely up to you.
[CUSTOMER][NEUTRAL] Um, well, let me see what you think.
[AGENT][NEUTRAL] It could very well be just a few more minutes.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, she was calling me back about a check that I wanted to have stopped and reissued, and I think it was already reissued, but I already noticed that it was cash as of the [PII]. So I mean we don't really, I guess I don't really need anything else from her. I just wanted to let her know that it was cashed and cleared like with us, um, in case she needed to do anything with that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was
[AGENT][NEUTRAL] OK, OK, so you, you did verify that it has been.
[CUSTOMER][NEUTRAL] Right, yeah, we've received it.
[AGENT][NEUTRAL] OK, and you said that was um it was cashed on the [PII]?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][POSITIVE] OK, OK, I will let her know um and then of course if she needs any additional information she might reach out to you again um but I think that's what she needed to know so I appreciate you letting me know I will definitely let her know.
[CUSTOMER][POSITIVE] OK awesome and I appreciate you helping out so thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call, of course, I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye.
[AGENT][POSITIVE] Thanks bye bye.