AccountId: 011433970860
ContactId: 5aa76c1e-4864-4a3c-b9db-45dfe461f0f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202779 ms
Total Talk Time (AGENT): 71293 ms
Total Talk Time (CUSTOMER): 67085 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/5aa76c1e-4864-4a3c-b9db-45dfe461f0f8_20250509T12:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, I have a, a dental policy with you guys that's currently through payroll deduction and I need to stop payroll deduction retiring and go to I guess where I pay it directly.
[AGENT][POSITIVE] OK, well, I can definitely help you with continuing your policy. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]
[CUSTOMER][NEUTRAL] And the telephone number is [PII].
[AGENT][POSITIVE] Thank you for that and the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] OK, it's 608-005.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII]. Um, my address is [PII] and the email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um [PII], is it OK if I place you on just a brief hold? I just need to get you to customer service so that they can handle the policy and change everything to um individual from the group.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] Alrighty, and before I do that, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][NEUTRAL] Alrighty well thank you for calling APL and hold on one moment for your transfer.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Doing good. How are you?
[AGENT][POSITIVE] I'm doing good. Um, I have an insured on the other line who's retiring and wants to uh continue his policy on [PII]. It's dental.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, what is the policy number?
[AGENT][NEUTRAL] 608-005.
[CUSTOMER][NEUTRAL] Alright, and let me just a second to pull it up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send him over.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Hello, good morning