AccountId: 011433970860
ContactId: b2bd6196-e7e5-4836-8187-4a2b69d5762c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207820 ms
Total Talk Time (AGENT): 76696 ms
Total Talk Time (CUSTOMER): 48999 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/b2bd6196-e7e5-4836-8187-4a2b69d5762c_20250205T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I need to find a provider in my area.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, can you help me do that? Yeah.
[AGENT][NEUTRAL] Yes, I can. Um, what I can do is right now take all of your policy information and then I can go ahead and transfer you to um your benefits department. Does that work OK?
[CUSTOMER][POSITIVE] Yeah perfect
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And Miss, uh, may I have your name and policy number, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And my policy number is 02579763.
[AGENT][NEUTRAL] All right, Ms. [PII], I'm just gonna pull up your policy.
[AGENT][NEUTRAL] All right, Ms. [PII], uh, and
[AGENT][NEUTRAL] Just for verification steps, do you mind telling me your date of birth, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII], um, but it should be under my mom and hers is um [PII].
[AGENT][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] All right. I was able to pull up your policy and I will go ahead and place you on a brief hold while in the meantime, I reach out to the dental department, right?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] This is [PII]. May I help you?
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have an insured on the line, um, who is requesting a list of the providers that she can go to.
[AGENT][NEUTRAL] With her dental policy.
[CUSTOMER][NEUTRAL] OK, I can give her the phone number for it. We don't have the list, but I can give it to her. What's the policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy number is 2579.
[AGENT][NEUTRAL] 763.
[CUSTOMER][NEUTRAL] And do you have a callback number for her?
[AGENT][NEUTRAL] Uh, the one she's calling from, um, the one ending in [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.