AccountId: 011433970860
ContactId: bbc385ce-90d1-46f1-aac1-f2cba8618e45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302140 ms
Total Talk Time (AGENT): 106641 ms
Total Talk Time (CUSTOMER): 97589 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/bbc385ce-90d1-46f1-aac1-f2cba8618e45_20250514T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I was trying to call and see uh if my, if, if I had any waiting period, I think, uh, for dental, for dental work.
[AGENT][NEUTRAL] OK, um, so you need to check your benefit status.
[CUSTOMER][NEUTRAL] Yes, ma'am, that's what I was calling for.
[AGENT][POSITIVE] All right. I'd be happy to help you with that today. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, Mr. [PII], just in case we get disconnected today, what's a good phone number I can reach you back at?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And do you have your policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is, uh, it is 0261.
[CUSTOMER][NEUTRAL] 6159
[AGENT][NEUTRAL] Alright, Mr. [PII], give me just a second. I'm gonna get that pulled up and then I'll need to verify some information, OK?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right, I was able to locate that policy. Could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] All right. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the city, state and zip, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you already gave me your phone number, so the last thing I need to verify is your email address.
[CUSTOMER][NEUTRAL] OK, and it's [PII].
[AGENT][POSITIVE] Alright, Mr. [PII], thank you so much for verifying all that information for me. Let me take a look at your policy real quick.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Alright, I am gonna have to transfer you over to our care team and they can answer any questions about your benefits that you may have, OK?
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] No problem. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that was my only question.
[AGENT][POSITIVE] Alright, well, hold on just a moment. I'm gonna get somebody on the line. Thank you so much for choosing APO and I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] Alright you as well.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I knew that.
[AGENT][NEUTRAL] Um, I have a, uh, insured on the line calling to check his benefit status. He wants to know if he has a waiting period.
[CUSTOMER][NEUTRAL] OK, must be for dental, OK, um, and what is his name and his policy number?
[AGENT][NEUTRAL] It is, yes.
[AGENT][NEUTRAL] His name is [PII] and his policy number is 261-6159.
[CUSTOMER][NEUTRAL] OK, let me pull him up and you verified him.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Yes ma'am, he's fully verified and the callback number is the number listed in the system.
[CUSTOMER][NEUTRAL] OK, alright, let me pull in his policy real quick.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] He's at SB low. So let me go low, low, low.
[CUSTOMER][NEUTRAL] And he is.
[CUSTOMER][NEUTRAL] Uh that.
[CUSTOMER][NEUTRAL] He is big so I need to find the big one.
[CUSTOMER][NEUTRAL] Come on, play. Pull it in.
[CUSTOMER][NEUTRAL] It's just why is it spending probably because it's the first time I opened the book this morning.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, you can go ahead and put him through.
[AGENT][POSITIVE] All right, Ms. [PII], thank you so much. Here he comes.
[CUSTOMER][POSITIVE] You're welcome. Have a good day.
[AGENT][NEUTRAL] Bye. You too.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hi [PII]