AccountId: 011433970860
ContactId: b44284e2-cd7e-47a7-9440-33b749b19056
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422269 ms
Total Talk Time (AGENT): 96985 ms
Total Talk Time (CUSTOMER): 174784 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/b44284e2-cd7e-47a7-9440-33b749b19056_20250211T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, very much. Sure everything is up.
[CUSTOMER][NEUTRAL] That's my policy.
[CUSTOMER][NEGATIVE] I'm tired and I'm school boards.
[AGENT][NEGATIVE] OK. You're cutting out real bad. Um.
[CUSTOMER][NEUTRAL] I know I can't.
[CUSTOMER][NEUTRAL] I'm sorry, I moved.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Policy number
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] That's me.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Ma'am, mhm.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I can now. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What what's your policy number?
[CUSTOMER][NEUTRAL] I don't know why
[CUSTOMER][NEUTRAL] Booking number is
[CUSTOMER][NEUTRAL] 064
[CUSTOMER][NEUTRAL] And 34.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] 06434.
[CUSTOMER][NEUTRAL] 064334
[AGENT][NEUTRAL] And can I get your name, please?
[CUSTOMER][NEUTRAL] My name is [PII]. Good one.
[CUSTOMER][POSITIVE] and good.
[CUSTOMER][NEUTRAL] It's $606 so.
[AGENT][NEGATIVE] OK. And what was your name again? I'm sorry, you're, you're cutting out, bro, I couldn't.
[CUSTOMER][NEUTRAL] Uh, bank account.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] We've got a real bad connection. I'm sorry.
[CUSTOMER][NEUTRAL] Let me, can you.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Are you still with
[AGENT][NEUTRAL] Uh, yes, ma'am. I'm looking it up and see if I can find it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Got to keep this connection not on us.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I found your policy here. Um, this is a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] The school board
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Everything so we.
[AGENT][NEUTRAL] OK. And can I verify your date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] My birthday is [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And your phone number and email address.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] Through Jean
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] All right. Thank you for verifying. And how can I help you this morning?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Send a check in for
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Check my other plan.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][POSITIVE] Yes ma'am. I come on another one in December, OK.
[CUSTOMER][NEUTRAL] I'm here.
[AGENT][NEUTRAL] OK, and you said you sent in a check for $106?
[CUSTOMER][NEUTRAL] $106.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I sent it on January
[CUSTOMER][NEUTRAL] If they drew it out of my, so I, I know.
[CUSTOMER][NEUTRAL] And I sent a bank transfer.
[CUSTOMER][NEUTRAL] Routing number and all that.
[AGENT][NEUTRAL] OK, I, I do see the check.
[CUSTOMER][NEUTRAL] OK, now they were saying is that.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So board
[CUSTOMER][NEUTRAL] active and may have
[AGENT][NEUTRAL] I'm, I'm sorry, but you cut out again.
[CUSTOMER][NEUTRAL] Did they
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I asked y'all said that school had to do some kind of of active and they had no.
[CUSTOMER][NEUTRAL] I need to see if they did.
[CUSTOMER][NEUTRAL] And I need to make today because I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I had
[CUSTOMER][NEUTRAL] Every 3 months.
[CUSTOMER][NEUTRAL] I think they had told me to send it and I did do that.
[AGENT][NEUTRAL] OK. I, I do see that we, we received the bank draft authorization form and your check, but I don't see where someone has posted it. I will get that taken care of for you.
[CUSTOMER][NEUTRAL] Uh, do I need to
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So me active do you?
[AGENT][NEUTRAL] Yes, ma'am. You are active. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Out there this morning is you.
[AGENT][NEGATIVE] Uh, I'm sorry, but you're really cutting out really bad.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think it's for some reason.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It makes no sense, just email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] For me to give the school board up him on the phone.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Dental insurance with
[CUSTOMER][NEUTRAL] And I'm thinking they can.
[CUSTOMER][NEUTRAL] Just mine. I wanted to stay.
[CUSTOMER][NEUTRAL] Do that. What is my next
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Uh, it, the next payment will be due on [PII].
[CUSTOMER][NEUTRAL] [PII], OK, and I want that and you do have the bank thing so we don't go through that way, right?
[AGENT][POSITIVE] Yes ma'am, I'll get that set up.
[CUSTOMER][NEUTRAL] OK, and I'm gonna get a hold of the school board and make them make that nonactive from their part in active on mine because of the fact that.
[CUSTOMER][NEUTRAL] I'm retired.
[AGENT][NEUTRAL] Right, I understand. OK, I, I do have that fixed on our end. Um, is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No, ma'am, that's it. That's all I needed. Thank you, ma'am.
[AGENT][POSITIVE] OK, well thank you for calling APL you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mhm good bye.