AccountId: 011433970860
ContactId: 974ac44a-ed46-4c8f-a33e-4a7887d170d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170820 ms
Total Talk Time (AGENT): 78326 ms
Total Talk Time (CUSTOMER): 31146 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/974ac44a-ed46-4c8f-a33e-4a7887d170d2_20250129T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm just trying to get my benefits number.
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I'm happy to look that up for you today. I can do a search by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] My social.
[AGENT][NEUTRAL] OK, go ahead whenever you're ready.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you so much. Give me just a moment, let me uh do a search here.
[AGENT][NEUTRAL] Can I get your first and last name, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you so much. Um, and then for security, I do need to verify your date of birth and address.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][POSITIVE] Thank you so much. Uh, which policy number are you needing? Are you needing the medical? Are you needing the dental?
[CUSTOMER][NEUTRAL] Actually, I need uh all of them. We do the medical first.
[AGENT][NEUTRAL] OK. So your medical policy number, are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK is 02.
[AGENT][NEUTRAL] 57.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 64.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 35.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So 2576435 for your medical.
[AGENT][NEUTRAL] And then the dental is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and uh do I have vision too or no?
[AGENT][NEUTRAL] Um, so let's see. It looks like you have an accident policy with us, disability, critical illness, and then a life insurance. I don't see any vision. Your vision may be with a different company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then thank you.
[AGENT][POSITIVE] You're welcome. Anything else I can do for you today?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good one.
[CUSTOMER][NEUTRAL] You too.