AccountId: 011433970860
ContactId: a82db077-a285-4c68-8cf2-ac39152883ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249460 ms
Total Talk Time (AGENT): 87273 ms
Total Talk Time (CUSTOMER): 126183 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/a82db077-a285-4c68-8cf2-ac39152883ef_20250522T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATM. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you doing?
[CUSTOMER][POSITIVE] Good, I'm doing all right. Thanks for asking.
[AGENT][POSITIVE] How can I help you today, sir?
[CUSTOMER][NEUTRAL] Sorry, I just need to, so I need to get into the dentist and it looks like I got um I have some dental benefits through APL and I wanted to see if um if my benefits are active currently.
[AGENT][NEUTRAL] OK, I can check your policy and see if it's current. [PII], what is your callback number, sir, just in case the call gets disconnected?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you very much. Sorry. My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], what is your policy number, sir?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um, OK, sorry, I think I got it here and it is 02.
[CUSTOMER][NEUTRAL] 60.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] 9.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick and we'll check to see if it's active for you.
[CUSTOMER][POSITIVE] Thank you very much, [PII].
[AGENT][NEUTRAL] You're very welcome, [PII]. OK, so for security reasons, I'm gonna need for you to verify some information with me. Can you give me your date of birth, sir?
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Address address should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your email address, sir?
[CUSTOMER][NEUTRAL] I was about to ask you about I forgot, I already forgot what the other thing you asked me for.
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] It's OK. I'm here to help you.
[CUSTOMER][POSITIVE] Thank you [PII]. Email address is um thanks for [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and then the phone number that you gave me to call you back on is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, it, you know, it, um, it, I had a new, sorry, sorry, I had an old phone when I was working when I was, uh, when I first started at BGSF, so the phone number might be under a different number, could be just stop me if I'm, if it's not, but it could be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], but my, I don't have that phone anymore. I, I got this is my like you said, this is my new number so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Well, I'll make sure that's updated for you, [PII]. Um, looking at, you're welcome, sir. Looking at your dental policy, I do see that it is active and it's paid current and it's ready to go. You've had your policy since [PII].
[CUSTOMER][POSITIVE] Thank you very much, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right. Thanks so much, [PII]. I hope you have a great rest of your day.
[AGENT][POSITIVE] Well, you too, and I hope you have a wonderful Memorial Day weekend. We appreciate you calling APL.
[CUSTOMER][POSITIVE] You too. It was a pleasure.
[CUSTOMER][POSITIVE] It was a pleasure talking to you. Um, I hope you have a great, great rest of your month. I appreciate you. Thank you.
[AGENT][NEUTRAL] You are.
[AGENT][POSITIVE] Thank you, sir. You take care and thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] See you. You're welcome. You too. Bye.