AccountId: 011433970860
ContactId: e1871d51-bced-4e88-a31a-495e27924123
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134619 ms
Total Talk Time (AGENT): 42833 ms
Total Talk Time (CUSTOMER): 67273 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/e1871d51-bced-4e88-a31a-495e27924123_20250425T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I work for Advantage Group.
[CUSTOMER][NEUTRAL] And I'm gonna have a surgery on my one knee coming up in May.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And I think I got the right insurance here. I know I have, I have that short term disability insurance.
[CUSTOMER][POSITIVE] And I had a knee done over a year ago, so I'm hoping I'm calling the right company here.
[CUSTOMER][NEUTRAL] Just to let you know that I'm have this coming up.
[AGENT][POSITIVE] Uh, yes, sir. I can assist you with your benefits. Um, first, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and a good callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Um, now I need your policy number. If you don't have that, I can look it up by your social.
[CUSTOMER][NEUTRAL] I, I think I have it here it's [PII].
[CUSTOMER][NEUTRAL] 76,110.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK. Yes, sir. And actually, I'm showing um only one policy in our system and it's for dental coverage.
[CUSTOMER][NEGATIVE] No, then I got the wrong, the wrong company.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, I knew I had dental coverage.
[CUSTOMER][NEUTRAL] OK, I'll have to figure out what I have.
[AGENT][NEUTRAL] OK, well, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] And I appreciate your time.
[CUSTOMER][NEGATIVE] Nope, not a thing.
[CUSTOMER][POSITIVE] Have a great weekend.
[AGENT][NEUTRAL] OK, well, that's
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mhm, bye.
[CUSTOMER][POSITIVE] You too thank you thank you yep, sure thing, yep bye.