AccountId: 011433970860
ContactId: 931ada38-0e44-4be7-a693-faf608821ffa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128910 ms
Total Talk Time (AGENT): 66267 ms
Total Talk Time (CUSTOMER): 47672 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/931ada38-0e44-4be7-a693-faf608821ffa_20250203T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], how you doing?
[AGENT][NEUTRAL] Uh, fine. Is this Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am, it is.
[AGENT][NEUTRAL] Hey, darling, how are you?
[CUSTOMER][NEUTRAL] I'm good, thank you for asking, Ms. [PII]. I have an insured on the online. He's calling about his policy that's been terminated since [PII].
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] And he wanted to verify how can he reinstate the policy.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, what's that number, Shia?
[CUSTOMER][NEUTRAL] It's 2461476.
[AGENT][NEUTRAL] Alright, let me get that pulled up.
[AGENT][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] 2461476.
[AGENT][NEUTRAL] OK, is this for [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, he's with Vic. He's gonna have to get their benefits on a card.
[CUSTOMER][NEUTRAL] OK, so I give them the
[AGENT][POSITIVE] They do, yeah, just send him the benefits on a card, honey. They're, they do, they handle everything.
[CUSTOMER][POSITIVE] Alright, so I'll let him know. Thank you, Ms. [PII]. You have a good one.
[AGENT][NEUTRAL] You, you have that number? You too, do you have that number?
[CUSTOMER][NEUTRAL] Um, I think, hold on, let me verify.
[CUSTOMER][NEUTRAL] I think it's the, the one where you call to verify the benefits, I mean the dental um provider or no?
[AGENT][NEUTRAL] I've got it. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] [PII]. Um.
[AGENT][NEUTRAL] It's just transfer or make plans. I was just looking to see if it there's so much information all over the place. I just got this number from, from, from Guru. That's where I send them to right there.
[CUSTOMER][POSITIVE] OK, so I'll let him know. Thank you, [PII].
[AGENT][POSITIVE] OK, dear. All right. Thank you, [PII]. Have a good day, honey.
[CUSTOMER][POSITIVE] You do the same. Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.