AccountId: 011433970860
ContactId: 85f61e72-63b7-4750-af7c-8b4062958047
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274809 ms
Total Talk Time (AGENT): 104619 ms
Total Talk Time (CUSTOMER): 113874 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/85f61e72-63b7-4750-af7c-8b4062958047_20250106T16:33_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to check on my policy. I've been out for a while, um, I.
[CUSTOMER][NEUTRAL] My school has changed insurance companies 1000 times, but I kept insurance with y'all, at least that's what I've been paying through my thing. Can you check that policy for me to make sure it's active?
[AGENT][POSITIVE] Yes, absolutely we can make sure that policy is still active. Uh, what was your name?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, again, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes sweetie [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][POSITIVE] Not only no ma'am. I actually need to get new cards.
[AGENT][NEUTRAL] Sure, OK, um, I can start using your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, and just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII] and that's [PII]
[AGENT][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] Got you. Alright, thank you for verifying that information. OK, this is for your dental and yes it is active, um, see I've got for, yes ma'am.
[CUSTOMER][NEUTRAL] I thought
[CUSTOMER][NEGATIVE] School boards paying it every month for me and believe it or not they don't even know who I had insurance on it.
[AGENT][NEUTRAL] I do believe it it can get very uh confusing, overwhelming. I completely understand.
[AGENT][NEUTRAL] Alright, give me just a moment, let me see if I can get these ID cards for you.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] OK, well I need to ask you a question.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] I, I'm retired. I retired on the [PII] this year of [PII], and I wanna keep my dental insurance, so that's what I'm calling for. I'm trying to get everything set up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, alright, give me just a moment let me get I'll have to um.
[AGENT][NEUTRAL] Get with my customer service department to help you out with that if you don't mind, give me just a moment I'm gonna put you on a brief hold uh I'll get them on the line, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright sweet.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you honey?
[AGENT][POSITIVE] I'm doing all right, still recovering from the holidays.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Honestly, I'm glad things are going back to normal. Um, I've got an insured, she said she just retired, um, last month and she wants to try to keep her dental policy with us.
[CUSTOMER][NEUTRAL] What can I do for you? uh.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Alright, what's that policy number, Ms. [PII]?
[AGENT][NEUTRAL] It is 643-734.
[CUSTOMER][NEUTRAL] Come on darling. All right, Ms. [PII].
[AGENT][NEUTRAL] Yes, uh, [PII] is how it's, uh, pronounced.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] Her first name [PII].
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, can I call her Miss [PII]?
[AGENT][NEUTRAL] I think so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I would think that's the easier way is.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] OK, I am gonna tell, I put my uh good one through.
[AGENT][POSITIVE] Thanks, Ms. [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too, honey, bye.
[AGENT][NEUTRAL] Bye.