AccountId: 011433970860
ContactId: ec41ca84-3a80-43ab-a7d1-e300dd629d02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266730 ms
Total Talk Time (AGENT): 40010 ms
Total Talk Time (CUSTOMER): 71323 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/ec41ca84-3a80-43ab-a7d1-e300dd629d02_20250103T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII]. Uh, I got a, a bill in the mail stating that I didn't pay my October.
[CUSTOMER][NEUTRAL] Uh, dental insurance, and it is held out. I was working for the state and it's held out, um, through my, uh, check, and I, it's showing that I paid it. Can you check on it for me?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] We can. I'm so sorry, what did you say your name was?
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh. [PII] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, now is this for your individual policy [PII], or are you uh with a group?
[CUSTOMER][NEUTRAL] Um, I guess it's individual because I work for the state and they were holding it out of my check.
[AGENT][NEUTRAL] OK, OK, so just making sure you weren't like a a group admin, OK, um, so your individual policy, it said that we didn't receive your October invoice.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, have you received anything from us since then?
[CUSTOMER][NEUTRAL] Uh, they mailed us on [PII], so there.
[AGENT][NEUTRAL] OK, I see. OK, got you alright and then before we go any further, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh-huh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, it's stating, 00714.
[CUSTOMER][NEUTRAL] 958.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] It's just stay there.
[CUSTOMER][NEUTRAL] What happened to her?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh, she put me on hold or what?
[CUSTOMER][NEUTRAL] Sensation don't put me on hold or nothing just want.
[CUSTOMER][NEUTRAL] I said they didn't say if it's gonna put me on hold or not.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] She want the policy number. She's going to, I guess. She got me on hold. I don't know, she didn't say.