AccountId: 011433970860
ContactId: 4842311c-b093-45d4-b5a7-cc14d0d97775
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291399 ms
Total Talk Time (AGENT): 160882 ms
Total Talk Time (CUSTOMER): 90722 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/4842311c-b093-45d4-b5a7-cc14d0d97775_20250602T12:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, [PII]. I'm calling because uh I have dental insurance and um I used to be able to log into my account and now it's telling me that I can't be found.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. All right, um, Miss, may I have your name, please?
[CUSTOMER][NEUTRAL] Sure, it's under [PII]
[AGENT][NEUTRAL] All right. Thank you, Miss [PII]. Um, all right, Ms. [PII], what happens is that we are trying to improve our online service center, um, as always, there's sometimes things that really don't work as we think.
[CUSTOMER][NEUTRAL] I really
[AGENT][NEUTRAL] Mm and um we're having difficulties right now with the online service center. Um, we have reported it to our tech support, so I will believe it will be down for a minute, um, because I believe that the um issue is that um every insurer is logging in the information, but it's bringing them back to the login and it's not taking it, correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's telling me that I'm a stop a user not found and so I, I had gotten a text message, sorry, I had gotten a text message uh saying that my claim had been processed and I was trying to view that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK. Um, I can definitely transfer you to the claims department and if you need any other update about it, um, they can do that. Pull up your claim and see this, um, more. Would you like me to do so?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect yeah that would be great thank you.
[AGENT][NEUTRAL] Alright, alright, and before I do so, do you mind if we verify all your um policy information?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm. Can I have the policy number, please?
[CUSTOMER][NEUTRAL] And I have, I do have my money. I'm sorry, what was that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, can I have the policy number, please?
[CUSTOMER][NEUTRAL] Sure, it's 023 098-86. Can you stop, please?
[CUSTOMER][NEUTRAL] Alright, he's
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] As soon as I get on the phone, he wants my attention.
[AGENT][NEUTRAL] Alright, Ms. [PII], and can you verify your date of birth and address for me please?
[CUSTOMER][NEUTRAL] Sure, [PII]. Uh, I'm not sure what address you have on file. Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, yes, that is the address that.
[CUSTOMER][NEUTRAL] But you have to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And lastly, um, and lastly, what is the email?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Uh, it should be [PII].
[AGENT][NEUTRAL] OK, we do have a different email.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm, yes, that is the email that we have and in case our call gets in case our call gets disconnected, um, what is a good call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Thank you very much, Miss [PII]. I will go ahead and connect you with the claims department so they can go ahead and assist you further.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, it's dental.
[AGENT][NEGATIVE] doesn't work so.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have Ms. [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, policy number is 23.
[AGENT][NEUTRAL] 09
[AGENT][NEUTRAL] 886.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she's calling regarding the status of her claim.
[CUSTOMER][POSITIVE] OK, [PII], happy to help. Do we have a callback number?
[AGENT][NEUTRAL] Mhm. Yes, the um same one in the system ending in [PII] is the callback.
[CUSTOMER][POSITIVE] Got it. Alright, you can go ahead and send her over. Thank you, [PII].
[AGENT][NEUTRAL] Thank you. Um, um, she was having issues with um accessing the online service center and I told her that we are working on the issue, um, because apparently it's not taking the information of the customers, so, um, she will be, um, she will be um uh updated about that later.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK alright awesome thank you so much.
[AGENT][POSITIVE] Thank you. You have a good one.
[CUSTOMER][NEUTRAL] You are.