AccountId: 011433970860
ContactId: 5188eac5-c7d9-4a7f-b8f9-cb005f2f9b31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117809 ms
Total Talk Time (AGENT): 44740 ms
Total Talk Time (CUSTOMER): 60137 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/5188eac5-c7d9-4a7f-b8f9-cb005f2f9b31_20250203T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Hello? Oh.
[AGENT][NEUTRAL] APL, this is hello.
[AGENT][NEUTRAL] Yes, hello, this is [PII].
[CUSTOMER][NEGATIVE] Hi, [PII], you're breaking up. This is so. How are you?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] Uh, I'm good, I'm good. Yeah, I don't know why, but it's coming in and out. Um, but I have a question. Um, I have a, uh, member, an insured. She's calling to check on her dental ID card. Um, I pulled a group, but I don't see any dental there. I don't know if, if we're still waiting to upload it or to create it. Can you check and see if this group should have dental?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, yes, I can. What is the group number?
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] It's 14941.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 14941.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Is it Gulf Coast LTC?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, I only see accident, um, cancer intensive care, and short term disability. I don't see any dental.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] We see to the group notes.
[CUSTOMER][NEUTRAL] OK. OK. All right.
[AGENT][NEUTRAL] Um, you know, short term disability only. It probably is with another provider.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That's what I'm thinking too because she called to get her card and I'm like, well, let me check and see if this group has that and since this is fairly new group, I was like maybe, but no, OK, alright, thank you, thank you. I'll let her know that he's not with us.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Have a good day, Miss [PII].
[AGENT][POSITIVE] You too, thank you.
[CUSTOMER][POSITIVE] Mm thank you. You're welcome. Bye-bye.
[AGENT][NEUTRAL] Bye bye.