AccountId: 011433970860
ContactId: 4f3d3765-d582-4d9e-aad6-124237aa00de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376720 ms
Total Talk Time (AGENT): 164892 ms
Total Talk Time (CUSTOMER): 115861 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4f3d3765-d582-4d9e-aad6-124237aa00de_20250324T13:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to reach the uh department that handles billing for the dental policy.
[AGENT][NEUTRAL] OK, you,
[CUSTOMER][NEUTRAL] Are they open?
[AGENT][NEUTRAL] OK, well, it's depending on your question, I can possibly help you, um, and who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling on behalf of [PII]. We should have a third party, uh.
[CUSTOMER][NEUTRAL] CHI document on file.
[AGENT][NEUTRAL] OK, Ms. [PII], and I'm so sorry, what was your first name again?
[CUSTOMER][NEUTRAL] And the question.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your callback number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you said that you were calling in regards to Mr. [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, his dental policy, he had automatic payment set up on the uh.
[CUSTOMER][NEUTRAL] [PII] every month. But I
[CUSTOMER][NEUTRAL] I blocked his car cause he didn't have a lot of activity and I forgot to unblock it for his automatic payment. So it didn't ever go through. So I was calling to see if we could get that payment.
[CUSTOMER][NEUTRAL] raid.
[AGENT][NEUTRAL] OK, so you're wanting to find out about having it drafted or making a phone payment?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Whichever. I mean if you do a payment over the phone we can do that if.
[CUSTOMER][NEUTRAL] I mean, I don't, whichever one I can do. I don't know.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, OK, Miss [PII]. OK, so what I'll do, yes, ma'am, first off, what I need to do, Miss [PII], is to get his information pulled up and verify some things with you for security. So what is the policy number, please?
[CUSTOMER][NEUTRAL] I don't know the policy number.
[AGENT][NEUTRAL] OK, what is his full social, if it's for him?
[CUSTOMER][NEUTRAL] I don't have that in front of me.
[CUSTOMER][NEUTRAL] Yeah, it's um [PII].
[AGENT][NEUTRAL] OK, thank you. Give me a moment to locate information please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], if you could please verify his date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the phone number, well, the phone number that we actually have on file is your number, so that is the best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so Ms. [PII], on his plan, he is currently set up through the Universal Trucking Benefits association through his employment with Transworth.
[AGENT][NEUTRAL] So for
[AGENT][POSITIVE] Any payment related questions or making payments that will need to be handled by the Universal Trucking Benefits association. Now I'll be happy to give you their phone number and then I can also connect you with one of their representatives.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I think I've got it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Would you like for me to transfer you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, but you said that you do have their number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, is there anything else that I could help you with before I transfer you?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] Capital Group BTBA.
[AGENT][NEUTRAL] Hey, [PII], it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] Hey I'm good how are you?
[AGENT][POSITIVE] I'm doing very well. Uh, how are you?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Good. Well, I have a lady by the name of [PII] on the line and it's regarding a [PII]
[AGENT][NEUTRAL] And making a payment or giving new credit card information for his policy.
[AGENT][NEUTRAL] Something had happened um with that. He's with Transworth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on, hold on one moment I'm sorry.
[AGENT][NEUTRAL] And sure, yeah, sure. Mhm.
[CUSTOMER][POSITIVE] OK, thank you for holding, ma'am. Yes, you can go ahead and send him over and um I will get him over to [PII] to take care of that.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Uh well, this is, yeah, this is uh this is [PII]. It's not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, but it's for him. Mhm.
[CUSTOMER][POSITIVE] OK, yes ma'am, you can go ahead and send him over.
[AGENT][POSITIVE] OK. Well, thank you so much, [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you. Bye.