AccountId: 011433970860
ContactId: 691543d1-1454-4856-ba33-2703f73aa492
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 630190 ms
Total Talk Time (AGENT): 132826 ms
Total Talk Time (CUSTOMER): 152193 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/691543d1-1454-4856-ba33-2703f73aa492_20250403T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to just try to get my policy number.
[AGENT][NEUTRAL] OK, uh, one moment.
[AGENT][NEUTRAL] May I have your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is your last name is [PII]?
[CUSTOMER][NEUTRAL] No, my name is [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So your first name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your callback number if we were disconnected?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling to receive your dental policy number, Mr. [PII]. Give me one second. Um.
[AGENT][NEUTRAL] Do you have your group number?
[CUSTOMER][NEUTRAL] For like my job.
[AGENT][NEUTRAL] Yes, who do you work for?
[CUSTOMER][NEUTRAL] Um, I work for HSS, but I'm not with them, and the people saying my card is not active. My policy is not active, and I'm not really sure on what policy it really is, if it's dental or medical. I just need the policy number so I can file my W-2, you know what I'm saying? I'm just calling y'all to just get my policy number, and that's all I'm trying to do.
[AGENT][NEUTRAL] OK, well, in order
[CUSTOMER][NEUTRAL] They just saying the policy is not that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now who did you work for again, please? I'm sorry, there's a bad connection on the phone. I'm not sure if it's my phone or your phone.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, can you hear me now?
[AGENT][NEUTRAL] I can hear you better.
[CUSTOMER][NEUTRAL] Is that better? OK, I work for HSS Hospitality Solu staffing, and I just got off the phone. She gave me your numbers to call, and the lady I just spoke with recently, um, with y'all just told me the policy is not active.
[AGENT][NEUTRAL] OK. ATC.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] The insurance.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] What state do you reside in?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, one moment.
[AGENT][NEUTRAL] Would you happen to know the group number?
[CUSTOMER][NEUTRAL] I don't know no group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you said it was ATC Solutions staffing, is that right?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 8.
[CUSTOMER][NEUTRAL] You said hospitality that um
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK uh hospitality solution staffing.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] I'm just trying to look up the.
[AGENT][NEUTRAL] Group.
[AGENT][NEUTRAL] Stuff
[AGENT][NEUTRAL] Can I put you on hold, please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mr. [PII], I, do you, what is your social? Maybe I can find you that way.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] I'm sorry, I'm so sorry. Repeat that for me and slow down for me, please.
[CUSTOMER][NEUTRAL] I'm sorry, you need the full social, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me just try that.
[AGENT][NEUTRAL] And you said you spoke to someone before calling here who did you speak to before? what company was it?
[CUSTOMER][NEUTRAL] It was the same, the same people with child, but um
[CUSTOMER][NEUTRAL] I'm not sure for what department they sent me to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Now, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So we have you as [PII]. OK, verify your mailing address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what is your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I found your policy so let me provide you with the policy number that you had with us. Your policy is termed.
[CUSTOMER][NEUTRAL] Oh we've got
[CUSTOMER][NEUTRAL] You said to
[AGENT][NEUTRAL] No, your policy has termed or it has ended. I think someone said, you said someone told you that, but you want your policy number, right?
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me know when you're ready for your policy number.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 248.
[AGENT][NEUTRAL] 2954.
[CUSTOMER][NEUTRAL] OK, I have 2482954.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. You're welcome.
[CUSTOMER][NEUTRAL] Is it um
[CUSTOMER][NEUTRAL] Is it in on the policy is it saying it's I'm terminated?
[AGENT][NEUTRAL] It says that you're, you don't have a policy with us anymore, so it may be because uh you're not with the company anymore, but your policy has ended with us.
[CUSTOMER][NEUTRAL] Oh, OK, I'm just trying to see if I'm terminating awesome.
[CUSTOMER][POSITIVE] But thank you [PII] for helping.
[AGENT][POSITIVE] You're welcome. You're welcome. You have a great day, [PII]. OK. Thank you. Take care.