AccountId: 011433970860
ContactId: d2ae9392-330b-4406-920e-8bcd899f2825
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335679 ms
Total Talk Time (AGENT): 73803 ms
Total Talk Time (CUSTOMER): 89142 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/d2ae9392-330b-4406-920e-8bcd899f2825_20250429T21:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was calling um to get information about my uh.
[CUSTOMER][NEUTRAL] Uh, insurance benefits to you all.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, I believe I have my card. Let me see.
[CUSTOMER][NEUTRAL] OK sir just going in my wallet.
[CUSTOMER][NEUTRAL] a second.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Policy number is 025.
[CUSTOMER][NEUTRAL] 980.
[CUSTOMER][NEUTRAL] 71
[AGENT][POSITIVE] OK, thank you. And can I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And my uh phone number is area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And hold just a moment while I pull up the policy.
[AGENT][NEUTRAL] OK, Mr. [PII], do you mind verifying your date of birth and your address for me please?
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you said my address?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And you were calling to find out what your benefits are on this policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and this is your dental policy?
[CUSTOMER][NEUTRAL] Uh, yes, yeah, that's what I'm calling about.
[AGENT][NEUTRAL] OK, alright, I will need to put you on hold for just a moment and connect you with somebody in our benefits department. Is there anything else that I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] Uh, well, through you all based on the information you put up, uh, all I have for you all is dental, right?
[AGENT][NEUTRAL] Uh, let me check and see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I show you have accident, disability, term life, and dental.
[CUSTOMER][NEUTRAL] OK, wait a minute, say that one more time for me, please.
[AGENT][NEUTRAL] Uh, uh, group accident.
[AGENT][NEUTRAL] Disability.
[AGENT][NEUTRAL] And term line.
[CUSTOMER][NEUTRAL] OK, and you did say dental, right?
[AGENT][NEUTRAL] Yeah, yes, sir, and dental.
[CUSTOMER][NEUTRAL] Oh yeah, group voluntary dental. OK, yup. And yeah, I, yeah, I would like to talk to someone about, about the benefits.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful rest of your day and hope I'll get somebody in benefits for you.
[CUSTOMER][POSITIVE] OK, and you too thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] I'm good, thank you. Um, I have [PII] on the phone and he's calling for his benefits.
[CUSTOMER][NEUTRAL] OK, do you have his policy number?
[AGENT][NEUTRAL] 2598071.
[CUSTOMER][NEUTRAL] OK, and he's been verified.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much. I'll take them.
[AGENT][POSITIVE] All right, thank you, and here he is.
[CUSTOMER][NEUTRAL] Hello, this is