AccountId: 011433970860
ContactId: c71abb46-d9f9-4c8a-978c-8672e2a9c1de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229520 ms
Total Talk Time (AGENT): 76367 ms
Total Talk Time (CUSTOMER): 93477 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c71abb46-d9f9-4c8a-978c-8672e2a9c1de_20250205T16:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Hi [PII]. This is [PII] with Carrington. I am, I do have a provider calling and they wanted just to know benefits for their member. We do have the policy number for you.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] It's OK, that's a 500.
[CUSTOMER][NEUTRAL] 258-881-2
[CUSTOMER][NEUTRAL] And that goes for [PII]'s uh date of birth [PII].
[AGENT][NEUTRAL] OK, hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you were calling for um benefits, is that correct?
[CUSTOMER][NEUTRAL] Yeah, she's calling for benefits. Yeah, I will go ahead and transfer uh if.
[AGENT][NEUTRAL] OK, I'm gonna have to transfer her to our benefits department. Uh, do you want me to go ahead and transfer you before you transfer to me or transfer after you transfer her to me?
[CUSTOMER][POSITIVE] That's a good question. Uh.
[CUSTOMER][NEUTRAL] I will go ahead and transfer uh I will go ahead and transfer her to you and you transfer her to your department, OK?
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] All right, thank you. Uh huh bye bye.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Then what's going on exactly, you know, anxious that she.
[AGENT][POSITIVE] Uh, good morning. This is [PII] in customer services. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, yes, uh, my name is [PII]. I'm calling from a dental office. Um, I am just, I'm needing to get some um benefits for a dental patient.
[AGENT][NEUTRAL] OK. Um, I do have that policy number pulled up and everything, but I will have to transfer you to our benefits department. Um, can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you [PII] and is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] Yeah so.
[CUSTOMER][NEUTRAL] Um, no, that should be all.
[AGENT][POSITIVE] OK, thank you and for calling APL and you have a great day and hold on just a moment.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good. I have [PII] on the phone. She's a dental provider. She's needing benefits on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the policy number?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The policy number is 258.
[AGENT][NEUTRAL] 881 2.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I verify the name and date of birth.
[CUSTOMER][NEUTRAL] OK, and you have a call back number for her?
[AGENT][NEUTRAL] Uh yes, ma'am. It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And her name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, you can send her over.
[AGENT][POSITIVE] All right. Thank you, [PII], and you have a good day.
[CUSTOMER][POSITIVE] You're welcome. You too.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] Thank you for calling