AccountId: 011433970860
ContactId: 01a534ad-5569-4ed8-b343-108e8afa1bbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197720 ms
Total Talk Time (AGENT): 66607 ms
Total Talk Time (CUSTOMER): 61166 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/01a534ad-5569-4ed8-b343-108e8afa1bbc_20250225T19:40_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm not sure if I have the right helpline, but I'm trying to see if my
[CUSTOMER][NEGATIVE] Uh, insurance is still on. I probably called the wrong.
[AGENT][POSITIVE] OK, I'll be happy to assist with your eligibility. Um, may I have your first and last name please?
[CUSTOMER][NEUTRAL] A here and this is [PII]
[AGENT][NEUTRAL] And Miss [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Is that the group number?
[AGENT][NEUTRAL] Um, no, it would be the inpatient or outpatient benefit cert number.
[CUSTOMER][NEUTRAL] OK. So D 46.
[CUSTOMER][NEUTRAL] 0020.
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] I believe that's your wellness number um what is your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] OK, something's not right. Can you repeat that please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and if you could please verify your date of birth and email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Uh, now I'm showing that this was a dental policy and that it lapsed last year, [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yes, it's no longer active as of [PII].
[CUSTOMER][NEUTRAL] I thought they told me they turned it back on cause I, I just went to um the company that gave me that insurance card last week.
[AGENT][NEUTRAL] OK, well, they turned it back on then we haven't gotten notification of that yet.
[CUSTOMER][NEUTRAL] Is it just the dentist?
[CUSTOMER][NEUTRAL] Or see see if my other ones are on.
[AGENT][NEUTRAL] I'm showing you only ever had dinner with us. You didn't have anything else.
[CUSTOMER][NEGATIVE] Oh jeez, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So it may be a different company. So you'll just need to contact the human resources department cause it's your medical and vision and all that other stuff is probably with, with a different company as well as your dental for right now, it's probably with another company.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, anything else I can assist with today?