AccountId: 011433970860
ContactId: 8c75e894-1a25-46e3-9311-c23e4e43b349
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194259 ms
Total Talk Time (AGENT): 104661 ms
Total Talk Time (CUSTOMER): 59530 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/8c75e894-1a25-46e3-9311-c23e4e43b349_20250128T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You can
[CUSTOMER][NEUTRAL] Yeah, hi, I was calling because um I had questions about the medical benefits and how do I sign up for that? or is it?
[CUSTOMER][NEUTRAL] Is this just for dental?
[AGENT][NEUTRAL] Uh, no, we do offer, um, quite a few different policies. Do you currently have a policy with us?
[CUSTOMER][POSITIVE] Yes, I got dental with you guys and I think I got, yeah, I got every like I got uh, you could check, I'll give you my name or my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Sure, yeah, we could get that pulled up for sure. um, what was your name?
[CUSTOMER][NEUTRAL] First name, [PII]. Last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright thank you uh do you have one of your policy numbers?
[CUSTOMER][NEUTRAL] I got a payer ID number.
[AGENT][NEUTRAL] Um, no, uh, no, are you looking at a card?
[CUSTOMER][NEUTRAL] That's what it is.
[CUSTOMER][NEUTRAL] Yeah, a policy.
[AGENT][NEUTRAL] OK, um, do you see anything on there that says like a member ID or in hospital outpatient certification number or something like that?
[CUSTOMER][NEUTRAL] Oh yeah, yes, policy, yeah, I got it it's 016.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 38304
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, [PII], just gonna verify some information really quick. Um, can I get your date of birth please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Uh, looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that information, [PII]. Alright, bear with me just a moment.
[AGENT][NEUTRAL] So it looks like you have a dental policy and I believe this is a uh critical illness policy as well. So we do offer other kinds of policies as well, um, as far as signing up or looking at what is available, that would all be done through your employer. Um, are you still with Universal tracking?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you would reach out to them, yes, um, I can give you their phone number if you don't have it, uh, but that would be how you sign up for other policies with us.
[CUSTOMER][NEUTRAL] So I gotta call them.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The what I
[AGENT][NEUTRAL] OK, um, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And did you want me to go ahead and transfer you now, [PII]?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] OK, of course I'm just gonna put you on a brief hold while I get them on the line thank you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEGATIVE] You are on hold.