AccountId: 011433970860
ContactId: c9b1b65d-977d-467b-bbe9-c8efd04615dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 643690 ms
Total Talk Time (AGENT): 114594 ms
Total Talk Time (CUSTOMER): 96949 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/c9b1b65d-977d-467b-bbe9-c8efd04615dc_20250117T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey sir, I'm calling uh in regards to my benefits, please. My name is [PII]. My last name is [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], what is um and I can help you with your benefits for sure. What is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Policy is 02555 look like 123, 12 look like.
[CUSTOMER][NEUTRAL] 35, hold on.
[CUSTOMER][NEUTRAL] 125, I'm sorry, 0516.
[AGENT][NEUTRAL] OK, I'm sorry, can you repeat that number for me, please?
[CUSTOMER][NEUTRAL] 02550516
[AGENT][POSITIVE] OK, thank you so much. So let me pull that policy in for you real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] I'm going to need for you to verify information for security reason. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am. Can you verify your address, phone number, and email address that we have on policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what was the other thing you needed?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the phone number that you're calling from that you gave me to call you back on if we get disconnected is that your cell phone?
[CUSTOMER][NEUTRAL] Yes, ma'am, it is.
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK, you said you had questions about your benefits. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to know, um, I, I scheduled services, um, for [PII], and I want to know if, you know, what are my benefits, the name of the doctor.
[CUSTOMER][NEUTRAL] Uh, dentist's office.
[CUSTOMER][NEUTRAL] Again is uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, uh, has a claim already been sent in?
[CUSTOMER][NEUTRAL] Uh, I just, I just gave the services my, my, um.
[CUSTOMER][NEUTRAL] Apartment this Monday.
[AGENT][NEUTRAL] Is Monday OK so what I'm going to do is I have.
[AGENT][NEUTRAL] A benefit fee schedule?
[AGENT][NEUTRAL] That your benefits down one by one what it covers, how much it covers. I'm gonna email that to you that you have um to look at and it's gonna give you your complete breakdown for your benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'll get that taken care of. I'm gonna put you on a brief hold while I get that to you, and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh, come on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh, that's wrong.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, this is with you again is that wanted to let you know that I have that dental fee schedule on its way to you.
[CUSTOMER][NEGATIVE] OK, you breaking up real bad. What did you say now?
[AGENT][NEUTRAL] I just wanted to let you know that I have.
[AGENT][NEUTRAL] That on its way to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Hey, thank you so much for calling NPO.
[CUSTOMER][POSITIVE] Alright, sounds good.
[AGENT][NEUTRAL] We can miss.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye bye bye.
[AGENT][NEUTRAL] Bye ma'am.