AccountId: 011433970860
ContactId: d9fc2215-1baf-46e7-ab26-02176ae6f301
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492549 ms
Total Talk Time (AGENT): 107488 ms
Total Talk Time (CUSTOMER): 383374 ms
Interruptions: 7
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d9fc2215-1baf-46e7-ab26-02176ae6f301_20250603T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Look, I know I have the wrong number.
[CUSTOMER][NEGATIVE] But I called yesterday and stayed on the phone for an hour. They left me, they played this music over and over and nobody answered. Just now, I've been on for 48 minutes and I said,
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I've got to call another number. They've got somebody for at that place.
[CUSTOMER][NEUTRAL] So I need some help.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Nobody won't answer the phone.
[AGENT][NEUTRAL] Are you calling about a policy that you have or how can I help?
[CUSTOMER][NEUTRAL] Are you calling about a policy that you have?
[CUSTOMER][NEUTRAL] I have a policy where I'm trying to change one bank to another bank and I don't have my policy number.
[AGENT][NEUTRAL] OK, do you have your
[CUSTOMER][NEUTRAL] So I need to get my phone.
[AGENT][NEUTRAL] OK. Do you have your last?
[CUSTOMER][NEUTRAL] I need to get my policy.
[CUSTOMER][NEUTRAL] OK, go ahead. I'm sorry.
[AGENT][NEUTRAL] Oh, no, you're fine. Uh, your last name or your social security number, I can look it up by either of those.
[CUSTOMER][NEUTRAL] You're fine. Uh, your last name or your social security number, I can look it up right here.
[CUSTOMER][NEUTRAL] [PII], yeah, [PII]
[AGENT][NEUTRAL] OK, and then what was your first name?
[CUSTOMER][NEUTRAL] OK, and then what was your first name? [PII], yeah, [PII]
[AGENT][NEUTRAL] And is this for your dental policy?
[CUSTOMER][NEUTRAL] Is just for your dental policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a group number and I have some of the number that's uh starts off with 0s and I didn't know if that is the correct number. I called my dentist and that's all they could give me.
[AGENT][NEUTRAL] OK. Um, Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] This stage can you verify your date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is your address?
[CUSTOMER][NEUTRAL] OK, and then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and so you're wanting to change your bank information, is that right?
[CUSTOMER][NEUTRAL] OK and so you're wanting to change your bank information, is that right? Yes, and I have the paperwork y'all send me the paperwork to do it, but then it says something about policy number and I don't have my policy number. I don't, I, I got this insurance such a long time ago. I, I don't know where I put the paperwork.
[AGENT][NEUTRAL] OK, but you do have the form that we sent you?
[CUSTOMER][NEUTRAL] OK, but you do have the form that we sent you? Yes.
[AGENT][NEUTRAL] OK, and so let me give you your policy number. Are you ready?
[CUSTOMER][NEUTRAL] OK, so let me give you your policy number. Are you ready? I'm ready, just go slow, not fast.
[AGENT][NEUTRAL] OK. So it's 61.
[CUSTOMER][NEUTRAL] OK, so it's.
[CUSTOMER][NEUTRAL] 1
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] 390.
[CUSTOMER][NEUTRAL] 390.
[CUSTOMER][NEUTRAL] That's the number that they gave me at the doctor's office. I could use this number.
[CUSTOMER][NEUTRAL] Instead of waiting on that phone.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I tell you what, I need to do something with that in spring of that phone on that um of the line if I hire more people or
[CUSTOMER][NEGATIVE] I don't know what, but if you had a number that says, please give a survey of what you think about our company, I would say very badly.
[AGENT][POSITIVE] Oh, I'm so sorry about that. Yeah, I think what happened is we've changed our whole website and we've had some bugs to work out. So we've had a lot of phone calls. So I'm so sorry you had to wait. I'm really sorry about that.
[CUSTOMER][POSITIVE] Oh, I'm so sorry about that.
[CUSTOMER][NEGATIVE] What is we changed our whole website and we've had some bugs to work out so we've had a lot of phone calls so I'm so sorry you had to wait. I'm really sorry about that. It was like an hour last night 48 minutes today it's like, you know, and I'm just sitting here sitting here and finally my phone went dead, so I had to go get another phone.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] And, and I said let me call him again. And when I call, he gave me some different numbers to say to talk to different people and I said, I'm just gonna try one of them and all they can say is I can't help you.
[AGENT][POSITIVE] I'm so sorry about that. We really, we try really hard to answer the phone fast, but it is, we did launch a new website, and that's been causing a lot of calls that we normally don't get. So I'm really sorry about that, Ms. [PII]. I appreciate your patience.
[CUSTOMER][POSITIVE] Yeah I'm so sorry about that. We really, we try really hard to answer the phone fast, but it is, she did launch a new website, and that's been causing a lot of calls that we normally don't get. So I'm really sorry about that mental age. I appreciate.
[CUSTOMER][NEGATIVE] Oh, another thing too, when y'all sent me the form, y'all didn't send me an envelope, right?
[AGENT][NEUTRAL] No, um, we didn't.
[CUSTOMER][NEUTRAL] I can't find. OK, I need to write a an envelope, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It's the, the only reason I ask is because I have such bad handwriting.
[CUSTOMER][NEUTRAL] It's uh
[AGENT][POSITIVE] Yeah, I unfortunately, yeah, we didn't send the envelope. I'm so sorry about that.
[CUSTOMER][NEUTRAL] Uh, yeah, yeah, unfortunately, yeah, we didn't send the envelope. Oh, that's right. That's right. Also too, it's gonna start at the beginning of July, the deductions because I've read to talk to my.
[CUSTOMER][NEUTRAL] Uh, credit union to change it to deduction to the new bank.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So y'all need to need to start in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I'm gonna put it in the mail as soon as I can. My problem is
[CUSTOMER][NEGATIVE] I cannot get to mailbox seasonally.
[CUSTOMER][POSITIVE] But I will do the best I can to get it, you know.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] In plenty of time since, since the beginning of the month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, that sounds good.
[CUSTOMER][POSITIVE] OK OK that sounds good.
[CUSTOMER][NEUTRAL] But there's something about that number 4 I.
[CUSTOMER][NEGATIVE] Because it's pitiful.
[AGENT][POSITIVE] Yes, I, I will definitely.
[CUSTOMER][NEUTRAL] That's so like.
[AGENT][NEUTRAL] I will relay that information to the upper management.
[CUSTOMER][NEUTRAL] I will relay that information to the upper management. Yes ma'am, there is something, please.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Thank you. OK. Bye-bye. Thank you for calling. You have a good day. You too. Bye-bye.
[AGENT][POSITIVE] Well, thank you for calling APL. You have a good day.
[AGENT][NEUTRAL] Bye bye.