AccountId: 011433970860
ContactId: 8bb359c8-36b0-4061-ab90-feb8be9ea08b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306850 ms
Total Talk Time (AGENT): 150353 ms
Total Talk Time (CUSTOMER): 74552 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/8bb359c8-36b0-4061-ab90-feb8be9ea08b_20250219T17:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good, good morning. I um, I was just calling to, um, just verify my um, my coverage.
[AGENT][NEUTRAL] All right. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, Mr. [PII], I'd be happy to help you with verifying your benefits today. Do you have your policy number?
[CUSTOMER][NEUTRAL] It's 021.
[CUSTOMER][NEUTRAL] 41438
[AGENT][NEUTRAL] Alright, give me just a moment to pull that up. And just in case we get disconnected today, what's a good phone number I can reach you back at?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Alright, give me just a second here.
[AGENT][NEUTRAL] All right, Mr. [PII], I was able to locate your policy. I just need to verify some information real quick before we move on any further, OK?
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] All right. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And your address?
[CUSTOMER][NEUTRAL] Uh, I'm not sure, but I think they have the, uh, [PII]. I think that's the one on file.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, perfect. Yes, sir, that is. And I have a different phone number on file than the one you just gave me. Uh, can you verify that for me?
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect and the last thing I need to verify is your email address.
[CUSTOMER][NEUTRAL] Uh, it's [PII] [PII].
[AGENT][POSITIVE] All right, Mr. [PII]. Thank you so much for verifying all that information for me. And let me take a look. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And you're calling to get benefits on your dental policy?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. Alright, give me just a second, Mr. [PII]. I'm gonna get somebody on the line in our benefits department to go over those with you, OK?
[CUSTOMER][NEUTRAL] OK, uh, I'm still covered, correct?
[AGENT][NEUTRAL] Yes, sir, your policy is still active. Um, I just, uh, have to transfer to the benefits department and they can go over, uh, your benefits in greater detail than I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK, I thought she was handling all that. OK, I got you.
[AGENT][NEUTRAL] Uh, I apologize. Yeah. Um, I just maintain the policy so I can pull you up, verify all of your information, and then I get you over to someone who specializes in the benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, well thank you.
[AGENT][NEUTRAL] No problem, Mr. [PII]. Was there anything else I could help you with before I transfer you?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and I hope you have a wonderful day. Hold on just a moment for me, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good, thank you for asking. Uh, I have an insured on the line. He's wanting to verify his dental benefits.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the policy number?
[AGENT][NEUTRAL] It is 214.
[AGENT][NEUTRAL] 1438.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm let's see.
[CUSTOMER][NEUTRAL] Give me one moment, sorry.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I have verified all of his information. Um, his callback number today is different than the phone number that is listed on the policy. Can you see that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's the number he called from today and he said that's his callback number.
[CUSTOMER][NEUTRAL] OK, you can send him over.
[AGENT][POSITIVE] All right, thank you so much. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye bye.