AccountId: 011433970860
ContactId: ab3d92e7-cd4a-4886-a192-736db1607583
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281220 ms
Total Talk Time (AGENT): 141381 ms
Total Talk Time (CUSTOMER): 112446 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/ab3d92e7-cd4a-4886-a192-736db1607583_20250324T22:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][NEUTRAL] Hey, I'm fine. How are you, [PII]? Hey, [PII].
[CUSTOMER][POSITIVE] This is [PII]. Hey, I'm good. Hey, I've got Miss [PII] on the phone and she is super, super sweet.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I don't know uh what's going on but she said that uh she talked to somebody she got some port paperwork she sent in her port paperwork and her check for policy number 404384.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, 40438.
[CUSTOMER][NEUTRAL] It's been lapsed since [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] I'm a Dunbar.
[CUSTOMER][NEUTRAL] Yeah, her dental policy and I don't.
[CUSTOMER][NEUTRAL] Yeah and I don't see any other dental policy for her.
[AGENT][NEUTRAL] No, it's not raining. He.
[CUSTOMER][NEUTRAL] It's the only one I could find.
[AGENT][NEUTRAL] Her name is [PII] or [PII]. You said [PII].
[CUSTOMER][NEUTRAL] She said her name was [PII].
[AGENT][NEUTRAL] Well, this is [PII].
[CUSTOMER][NEGATIVE] Did I pull up the wrong darn policy?
[CUSTOMER][NEUTRAL] Hold on, let me see. [PII] Let me pull up her.
[CUSTOMER][NEUTRAL] Let me look, she verified everything though and it was correct, um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 434-438-584
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm a Dollar, yeah.
[CUSTOMER][NEUTRAL] There's an I'm a [PII] too. Oh Lord.
[CUSTOMER][NEUTRAL] But under her social security number, under her social security number, that's the only because we had to look by social security number she didn't know her policy number that was the only dental policy I saw.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which is also pulling up under.
[CUSTOMER][POSITIVE] Uh, [PII] too, so I think we have the right one.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] 404-638-4
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see, her callback is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 807.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] All right, I'll talk to her. Thank you.
[CUSTOMER][NEUTRAL] OK, well she said she sent her check too and she's expecting to have her policy reinstated.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Bye-bye.
[AGENT][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good. How you doing?
[AGENT][NEUTRAL] I'm good, Ms. [PII], thank you for asking. Ms. [PII] was just talking to you and saying that you sent in a uh a form to reinstate your dental policy with us.
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] OK. Now, Ms. [PII], your, your dental policy, I can help you with that. Your dental policy termed it back in the year [PII].
[AGENT][NEUTRAL] So, I'm not sure what, what you sent in like a check or whatever, but we can't reinstate something that lapsed in [PII]. Now, you do have an intensive care policy with us, a life policy, and two life policies, but no dental.
[CUSTOMER][NEUTRAL] Lord, let me find it channel number, Lord.
[AGENT][POSITIVE] Yes, ma'am. Yes ma'am. Take your time.
[CUSTOMER][NEUTRAL] Well, I don't have that on with you all.
[AGENT][NEUTRAL] No, ma'am, since the year [PII], you do not.
[AGENT][NEUTRAL] The only thing I'm showing you have and that's, you know, um.
[AGENT][NEUTRAL] Current with us is an intensive care policy.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] A whole life policy and a term life policy.
[AGENT][NEUTRAL] Um, but the dental has been done since the year [PII]. You might have, uh, gotten us mixed up with another dental company, but that, that one is not active anymore.
[CUSTOMER][NEUTRAL] I was like,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh man.
[AGENT][POSITIVE] OK, have a good evening Miss [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] All right.