AccountId: 011433970860
ContactId: f88e7bc7-9651-422c-9f56-de3878b16386
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191100 ms
Total Talk Time (AGENT): 48436 ms
Total Talk Time (CUSTOMER): 50613 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/f88e7bc7-9651-422c-9f56-de3878b16386_20250623T16:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I, uh, have got uh dental insurance through you people through work and I haven't received my cards yet. um I just wanted to make sure that uh I was on your list.
[AGENT][NEUTRAL] OK. Do you have your policy number or I can look up by your last name or social?
[CUSTOMER][NEUTRAL] Yeah, I know it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. And what was your first and last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's
[AGENT][NEUTRAL] OK. I'm not pulling up in our system. Do you know when you're supposed to be effective?
[CUSTOMER][NEUTRAL] Uh, probably a month ago they were taking out, they've been taking out premiums out of my check.
[AGENT][NEUTRAL] OK, um, let me see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, who is your employer?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Uh, I see a for sales and service.
[AGENT][NEUTRAL] What was the first part of this?
[CUSTOMER][NEUTRAL] O S SEO.
[AGENT][NEUTRAL] O S S.
[CUSTOMER][NEUTRAL] O yeah OS SEO.
[AGENT][NEUTRAL] Fruit
[AGENT][NEUTRAL] No, I'm not pulling up that group name either. Um, they said it was through American Public Life.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, you'd want to check with your human resources and see if they can.
[AGENT][NEUTRAL] Um, assist you. I don't have, I'm not pulling up your name and then I, I'm not finding that group in our system, so.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Try uh
[CUSTOMER][NEUTRAL] There's nothing coming up over Asio.
[AGENT][NEUTRAL] No, you said OSS.
[CUSTOMER][NEUTRAL] Oste Ford
[CUSTOMER][NEUTRAL] Try ask you a Ford.
[AGENT][NEUTRAL] Yeah, I was trying OS SEO and it should pull up anything close to that, and I don't have anything, yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well thanks for your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] OK