AccountId: 011433970860
ContactId: e68fa1a2-9256-4fa7-93e1-e3c223a3d39d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150970 ms
Total Talk Time (AGENT): 44325 ms
Total Talk Time (CUSTOMER): 73832 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/e68fa1a2-9256-4fa7-93e1-e3c223a3d39d_20250623T21:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm with 90 Degree Benefits and we have a a group it's [PII] with Bic that has uh an employee that's checking on her.
[CUSTOMER][NEUTRAL] Dental ID card and I just spoke with someone in customer service and they said oh her premiums are paid to date but I see that we sent premium uh to B on the [PII] so that's like two weeks ago so I was wondering if y'all could update your premiums to um.
[CUSTOMER][NEUTRAL] To reflect her pay to date of July I think [PII].
[AGENT][NEUTRAL] Uh, do you have her policy number?
[CUSTOMER][NEUTRAL] I have her social
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And what's the social?
[CUSTOMER][NEUTRAL] That number is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the insured's name?
[CUSTOMER][NEUTRAL] And I'm sorry, what's your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And her first name is [PII]. Last name I'm gonna attempt it. Uh, it's [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, better than I would have said it. Uh, do you have her date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. And as far as premium, uh, we will have to receive that information from Bic. Have y'all contacted Vic in regards to our premium?
[CUSTOMER][NEUTRAL] No, but I was, OK, let me contact uh Vic and I will contact you back.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Uh yes ma'am, thanks for calling APM Miss [PII].
[CUSTOMER][NEUTRAL] Do you have a direct number [PII]?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII], do you have a direct number?
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Is there an extension?
[AGENT][NEUTRAL] Uh, not that I'm aware of. We only have that one phone number.
[CUSTOMER][POSITIVE] OK, thanks so much. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye.