AccountId: 011433970860
ContactId: fc286e16-ad8c-4558-8fd2-741e0d565f3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128860 ms
Total Talk Time (AGENT): 61098 ms
Total Talk Time (CUSTOMER): 48009 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/fc286e16-ad8c-4558-8fd2-741e0d565f3f_20250217T14:48_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is uh [PII] in [PII]. I just updated my um debit card, and I was just wanting to see if I need to update my account.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure
[CUSTOMER][NEUTRAL] I can't remember
[AGENT][POSITIVE] I can check that for you, Mr. [PII]. It would be my pleasure. Do you have your APL policy number available?
[CUSTOMER][NEUTRAL] No, ma'am, I don't.
[AGENT][NEUTRAL] I can look it up by your social if that's OK with you.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And that number. OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, bear with me just one second.
[AGENT][NEUTRAL] So, Mr. [PII], actually, I'm showing that you had a policy with APL but it's no longer active. It was a dental policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] Shit. Why did what happened?
[AGENT][NEUTRAL] Looks like it's not been active since [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] You may have, um,
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Dental coverage through another company.
[CUSTOMER][NEUTRAL] OK, I'm sorry, ma'am, but I remember what happened. You know, I retired from the place I was working at, they canceled it and.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I, I, OK, I, I'm sorry to bother you. I, yeah.
[AGENT][POSITIVE] Oh, it's no problem. You didn't bother me at all, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, that's all for today, ma'am.
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you ma'am you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Um