AccountId: 011433970860
ContactId: 853267c2-5367-4aff-967b-dfba2f7534f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180000 ms
Total Talk Time (AGENT): 52518 ms
Total Talk Time (CUSTOMER): 80081 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/853267c2-5367-4aff-967b-dfba2f7534f2_20250228T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I'm calling from 90 Degree Benefits. We have a group. It is BGSF, and they have an employee who is on COR, and I just wanna make sure his COR is paid up correctly. I wanna see if y'all processed his dental payments.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you please give me your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure, that number is [PII].
[AGENT][NEUTRAL] OK, and then what is the um member's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] OK. Uh, name is [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] [PII] and I don't have his.
[CUSTOMER][NEUTRAL] Policy number but I have his social.
[AGENT][POSITIVE] Yes ma'am, that'll work.
[CUSTOMER][NEUTRAL] Are you ready? OK, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me see if I can find him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm looking at the policy, um, miss.
[AGENT][NEUTRAL] [PII] and I see that he is paid to [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, uh, he had made, uh, a couple more payments and he's now paid to, uh, [PII], um, well, we just sent that off last week, so it may take a week for y'all to get that. I'll check back next week on that so you do so show him through [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK good deal thanks [PII].
[AGENT][POSITIVE] Welcome. I hope you have a wonderful weekend, Miss [PII], and thank you so much for calling APL.
[CUSTOMER][POSITIVE] You too. Thanks.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Do you, can you hear me OK?
[AGENT][NEUTRAL] I can, can you hear me?
[CUSTOMER][NEUTRAL] Oh no, you're breaking up and I didn't know if that was me or you, so I'll check on that on my end.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, thanks [PII].
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] You're very welcome, Miss [PII] thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.