AccountId: 011433970860
ContactId: af9e8a1a-8a4b-4d47-8963-f5d85d07a571
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369049 ms
Total Talk Time (AGENT): 158617 ms
Total Talk Time (CUSTOMER): 96181 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/af9e8a1a-8a4b-4d47-8963-f5d85d07a571_20250103T16:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I want to upgrade my dental insurance.
[AGENT][NEUTRAL] OK, I can assist you with your dental insurance. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] At [PII]
[AGENT][NEUTRAL] Thank you for that. And Ms. [PII], may I have your policy number?
[CUSTOMER][POSITIVE] Now, that's a good question.
[CUSTOMER][NEUTRAL] I don't see it on here.
[AGENT][NEUTRAL] Do you have a card? Are you looking at paperwork?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Well, I, I sent in paperwork to upgrade it, but it was returned.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I do have a card, but I don't have it. Let me see, I have to go get it.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, no, you don't have to get it. I can um search for the policy with your social if you like.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Here we go. Alright, so I just found it and I'm pulling it up now.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And Ms. [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What did I type?
[AGENT][NEUTRAL] 4646. OK. OK.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] Is that not what I put?
[AGENT][NEUTRAL] I put 52 4.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I have your policy here.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] I will be [PII] this year.
[AGENT][POSITIVE] Happy birthday.
[AGENT][NEUTRAL] And then just your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And let me take a look at your policy, um, and I'm sorry, I'm gonna have to place you on just another brief hold so I can see if we can do it here over the phone or if I have to go through the employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] OK, hello Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thanks again for holding. I apologize for that wait. So I actually do have to get you over to your agent's office to add or upgrade or make any changes to your policy. Um, his name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now, what, who is this?
[AGENT][NEUTRAL] This is your agent. Yes, ma'am.
[CUSTOMER][NEUTRAL] The agent? OK. All right. OK.
[AGENT][NEUTRAL] Um, and
[AGENT][NEUTRAL] Let me go ahead and give you the phone number and then I can transfer you over if you like.
[CUSTOMER][POSITIVE] OK. That would be great.
[AGENT][NEUTRAL] So the
[AGENT][NEUTRAL] OK, so the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you'll transfer me?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am, and before I transfer you, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's fine. I appreciate it. Thank you.
[AGENT][NEUTRAL] All right
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Hope you have a happy [PII], happy birthday, and a good weekend.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Well, thank you. You too.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Be one associates.
[AGENT][NEUTRAL] Hi, this is [PII]. I'm calling with APL. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm doing good. I have a member on the other line that wants to add or upgrade her dental policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what do you need from me? I have a policy number.
[AGENT][NEUTRAL] Uh, anything you need.
[CUSTOMER][NEUTRAL] Um, I probably, I just need to send to our new application.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you want, you could patch her through?
[AGENT][NEUTRAL] OK, and can you repeat your name for me? I'm sorry.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII], OK, hold on. Oh, do you need her name? It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] I appreciate it. Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Ms. [PII].