AccountId: 011433970860
ContactId: b9d0c70f-d6c2-4a87-8d4b-a5f32fb863d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171160 ms
Total Talk Time (AGENT): 82766 ms
Total Talk Time (CUSTOMER): 45882 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/b9d0c70f-d6c2-4a87-8d4b-a5f32fb863d3_20250515T13:59_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I was calling to see, uh, when the, uh, my dental insurance coming into effect.
[AGENT][POSITIVE] OK, sure, I can assist you with that information. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK, very much.
[CUSTOMER][NEUTRAL] Can I give you my social or something?
[AGENT][NEUTRAL] Bear with me, let me pull another system to use your social.
[AGENT][NEUTRAL] OK, go ahead with your social.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're still with partners personal management?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Um, right now, we don't have records of a new policy, um.
[AGENT][NEUTRAL] You probably need to go ahead and call benefits in a card and check with them to see when it's gonna be available for you to have your policy.
[CUSTOMER][NEGATIVE] I've already received the card, but I lost it. I lost the card and I received paperwork telling me when it, when it came.
[CUSTOMER][MIXED] When it was effective, but I lost the like I said, I lost the paperwork so I don't know, you know, when that date was.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK. Based on your social, I only found one policy. This policy was effective from [PII] and it terminated [PII]. I don't see any new policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Do you need the number 2 benefits in a car so you can check with them and see if you still have a policy with us or if you have a policy with a different company?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK. Is there anything else I'm gonna help you with today? Any other questions or concerns?
[AGENT][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right, well thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] OK you too.
[AGENT][POSITIVE] Thank you.