AccountId: 011433970860
ContactId: 886f4257-66bf-4ccb-8bfb-79c1da670813
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291739 ms
Total Talk Time (AGENT): 92865 ms
Total Talk Time (CUSTOMER): 205666 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/886f4257-66bf-4ccb-8bfb-79c1da670813_20250211T14:43_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] Yes, [PII], my name is [PII]. I work for Louisiana DOTD.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I have a policy. I have a policy with y'all and I can I was gonna give you my policy number so you can uh look it up.
[AGENT][POSITIVE] I would be happy to look that up for you, Mr. [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] OK, it's 00608.
[CUSTOMER][NEUTRAL] 236.
[AGENT][NEUTRAL] Thank you. And do you mind verifying your date of birth, please, sir?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you mind verifying your current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] Yes, current mailing address is [PII]. Email address is [PII] and my, you said the phone number? I think it was the phone number.
[AGENT][NEUTRAL] Yes, sir, please. Yes, sir.
[CUSTOMER][NEUTRAL] [PII] area code [PII].
[AGENT][POSITIVE] All right. Thank you for that verification. And how can I help you today?
[CUSTOMER][NEUTRAL] OK, so, um, uh, last week I contacted our DOTD HR section. There was an issue with
[CUSTOMER][POSITIVE] A December payment and they, they, I I'm pretty sure everything is resolved and I just wanted to make sure I have a dentist appointment this Thursday and I wanna make sure my account is showing active and everything is is good now.
[CUSTOMER][NEUTRAL] Um, because I, there, there was.
[CUSTOMER][NEUTRAL] You know, before I go to the dentist, I want, I just wanted to make sure everything was good.
[AGENT][NEUTRAL] Yes, so your policy is active.
[CUSTOMER][NEUTRAL] OK good so I'm, uh, because I've gotten another letter. I'd gotten a second letter on [PII] saying that they were still waiting for the December payment and that's why.
[CUSTOMER][POSITIVE] And that's why I had this and I wanted to put notes on this and I could just file this away so everything's good we're good to go.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] So sounds like I'm good to go. Everything is up to date.
[AGENT][NEUTRAL] I'm showing your policy is active. Yes, sir.
[CUSTOMER][POSITIVE] Awesome awesome well I'm gonna go on to the dentist Thursday.
[AGENT][POSITIVE] Well, that's a lot of fun. I could think of 1000 things I'd rather do.
[CUSTOMER][POSITIVE] Oh, I like it.
[CUSTOMER][POSITIVE] Well, I like. I, I go 4 times a year, so, um, I, I have a, I, I see a perodontist and then I also see my regular dentist because I have pero disease or whatever you call it perontal disease, and they're trying to keep at bay, but, um, but I, I actually, it's not like it used to be when going into the dentist. It's just kind of, it's cool. They, they, I don't, they put some music on and put some headphones on, you relax while they're doing your teeth.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Kinda like a spa treatment, right?
[CUSTOMER][NEUTRAL] It is. That's what it's about like it's like a spot treatment. The only thing I missed the one I went to, the one I went to before used to put these this hot wax in a, in a little, they would have this little, it's like a baggie that fits over you, you know, like you get these little plastic gloves they're clear and they throw away. They would put wax and put it in over your hands and let that warm wax be on your hand. Oh my goodness, when you left there, I was like half asleep when I left. I was like in in the best mood.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh my goodness. [PII].
[AGENT][NEUTRAL] So now they just rub your feet, right, while you're in the chair.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, rub my feet, rub my back, my neck, and do all that, my face, yeah, so.
[AGENT][NEUTRAL] They should get those chairs with the back massagers, you know.
[CUSTOMER][POSITIVE] Oh, that would be great, you know, it'd be daily dental spa.
[AGENT][NEUTRAL] That's right, everybody got the dentist then.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] 00, Miss [PII], it's it's been nice talking to you, Miss [PII]. It's been really nice.
[AGENT][POSITIVE] Oh, that's great.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] It's been such a pleasure to assist you today too, Mr. [PII], and I hope you have a wonderful week and I don't know if y'all fixing to get all that rain coming through, so put your waders on. Well, we're supposed to get.
[CUSTOMER][POSITIVE] Oh y'all getting some.
[CUSTOMER][NEUTRAL] We're about to get some
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah we're supposed to get a bunch.
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] Yeah, so yeah, we're supposed to get about 2 inches coming in the next day or two, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh well, you know, it's living in this area we get it and we now we can say we've got snow we got now we can say we got snow.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] I know that was just crazy, isn't it?
[CUSTOMER][NEGATIVE] Yeah, blizzard, we got a blizzard.
[CUSTOMER][NEGATIVE] It was a blizzard, you know.
[AGENT][POSITIVE] That was exciting, wasn't it, for a minute.
[CUSTOMER][POSITIVE] It it was awesome. I, I loved it. That was great, so but.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] We'll just take whatever we get, won't we?
[CUSTOMER][POSITIVE] Yeah, well thank you so much.
[CUSTOMER][NEUTRAL] That's it we will
[AGENT][POSITIVE] Alright, well it's been such a pleasure, Mr. [PII]. Call us if we can never be of assistance to you, OK?
[CUSTOMER][NEUTRAL] What they
[CUSTOMER][POSITIVE] Thank you so much have a blessed day.
[AGENT][POSITIVE] You too, Mr. [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.