AccountId: 011433970860
ContactId: 00754cbf-3373-4b7d-b511-17646fdcd229
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 690169 ms
Total Talk Time (AGENT): 147970 ms
Total Talk Time (CUSTOMER): 116150 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/00754cbf-3373-4b7d-b511-17646fdcd229_20250616T13:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. I was called up.
[CUSTOMER][NEUTRAL] OK, you have to give me a minute. I was trying to go about how I file a claim um after I go to the theater today.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with information about filing claims. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, I don't have a policy. I am.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Do you have the card?
[CUSTOMER][NEGATIVE] Oh, they, I don't, they never shut me no car. They said the house, I believe, but they never, I, I, I think they really did shut me in, but I know my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, um, let's see. Let me have the spelling of your last name.
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and you said the first name is [PII], correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let me try another system.
[AGENT][NEUTRAL] Not pulling you up.
[AGENT][NEUTRAL] What's your employer?
[CUSTOMER][NEUTRAL] Uh, surge.
[AGENT][NEUTRAL] French
[AGENT][NEUTRAL] How long ago did you apply for this um policy?
[CUSTOMER][POSITIVE] Um, my business made it for.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Did you spell my name, [PII]?
[AGENT][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Um, may I have your social to see if I can find you with the social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you have a junior in there. OK.
[CUSTOMER][NEUTRAL] Yeah, it's doing on.
[AGENT][NEUTRAL] Mhm, yeah, if we don't put you here it doesn't come up for some reason but it's OK um let's see.
[CUSTOMER][NEUTRAL] Hold on one second. Hey, [PII].
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Are you go by just an Afi and I'm outside on a poor phone call. I can't hang up right now.
[CUSTOMER][NEUTRAL] I said you go to [PII] for me. I'm, I'm doing something for her and I can't make it over there.
[CUSTOMER][NEUTRAL] Almo
[AGENT][NEUTRAL] OK, thank you. Yes, um, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, my email is [PII].
[AGENT][POSITIVE] Mm. Thank you.
[CUSTOMER][NEUTRAL] And my address is
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I know it's two of them, it's [PII] or they might have my [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And the PO box is the correct way to send the card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, um, so.
[AGENT][NEUTRAL] Usually when you go to the dentist, all you need to do is send the card and they will bill us directly. If you need to pay out of pocket and you need to send your own claim, um, you just need to go um to the website and there's instruction at [PII] or you can just ask for the dentist to give you an ADA form for you to submit your own claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so is it possible for me to get a call, can you email me a card?
[AGENT][NEUTRAL] We, we don't, we don't have a form that you're gonna do with us. Um, you're just gonna go ahead and
[CUSTOMER][NEUTRAL] So they
[CUSTOMER][NEUTRAL] No, ma'am, I'm talking about uh uh.
[CUSTOMER][NEUTRAL] An email. Could I, could I get, could I get a, uh, do you have a, could I get an email copy of my card, my uh dental card?
[AGENT][NEUTRAL] Oh, yeah. OK. Yeah, I can do that and you can always register as well and get a temporary, but I can go ahead and send you one right now. Let me just a second.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And then when I get up there I just present it to them.
[AGENT][NEUTRAL] Yes, that's correct, yes. Mhm. And you said the email.
[CUSTOMER][NEUTRAL] OK, and then if I have a business.
[AGENT][NEUTRAL] Go ahead. Mhm
[CUSTOMER][NEUTRAL] OK. If I have to pay out of pocket, then just what I they gonna, what I go in from there.
[AGENT][NEUTRAL] Yes, if you have to pay out of pocket, you just ask them to uh supply you with an ADA form, um.
[CUSTOMER][NEUTRAL] ABA form.
[AGENT][NEUTRAL] Yes, mhm. And you said the email address is your [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] OK, let me go ahead and send you this while I've got you on the line. Can I put you on a brief hold while I send this email to you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.