AccountId: 011433970860
ContactId: b2295d76-3f37-4d30-aac0-e2b9cd6825bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238869 ms
Total Talk Time (AGENT): 96189 ms
Total Talk Time (CUSTOMER): 76907 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b2295d76-3f37-4d30-aac0-e2b9cd6825bc_20250603T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I received a letter today. I wanted to see if I can continue with the um.
[CUSTOMER][NEUTRAL] Insurance that I had.
[AGENT][NEUTRAL] OK, I can help you with um quoting your policy. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII], and what is your policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] The policy number um.
[CUSTOMER][NEUTRAL] I don't have one on here, um.
[AGENT][NEUTRAL] Does it say certificate number or member ID?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, Ms. [PII], can you give me your social, and that'll pull in all your policies for me.
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] I really just want to keep the uh dental instead of the vision.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] Well, I can, I, I can do both of them if you can take care of both of them, but if not, cause I don't want to talk to two different people about no dental, one by dinner and one by vision.
[AGENT][NEUTRAL] Right, uh, you'll probably have to do that because your vision insurance is not through our company.
[CUSTOMER][NEUTRAL] Well, who am I, you, you can handle the demo portion?
[AGENT][NEUTRAL] Yeah, we have the dental policy for you.
[CUSTOMER][NEUTRAL] But I'm that's you're the one I wanna talk to.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also I'll need you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, look at that lady putting that stand on trees.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. OK, let me pull up your policy and see if it's one that you can carry over.
[AGENT][NEUTRAL] It's gonna be just a minute while I pull it in.
[CUSTOMER][NEUTRAL] That's what they sent me and said I can carry a cobra.
[AGENT][NEUTRAL] On Cobra, OK, so that will have to go through your employer.
[AGENT][NEUTRAL] And what I can do is, uh, transfer you on over.
[AGENT][NEUTRAL] To uh benefits in a card so that you can speak with them Miss [PII] about and they should be able to uh let you know something about your uh vision insurance too so I'm gonna transfer you over to them and.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What happened go ahead and check first.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold while I transfer you over, do you want the number in case the call gets disconnected?
[CUSTOMER][NEUTRAL] No, I got a number on here I call this the number I called.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Ms. [PII] it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][POSITIVE] Bye-bye, ma'am. I hope you have a good day.
[CUSTOMER][NEUTRAL] To benefits in a card.