AccountId: 011433970860
ContactId: 0b1c06f7-d3ce-4cf9-982c-9e5c8121a9a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304470 ms
Total Talk Time (AGENT): 95537 ms
Total Talk Time (CUSTOMER): 122598 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/0b1c06f7-d3ce-4cf9-982c-9e5c8121a9a5_20250429T16:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APR. This is Ay. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes, I had received a letter from you guys. I'm not quite sure what it means.
[AGENT][NEUTRAL] Uh, yes, I can assist you with that information. Um first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His name is [PII] and that's [PII]
[CUSTOMER][NEUTRAL] And last name is [PII], that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] And then the phone number when you're.
[CUSTOMER][NEUTRAL] And then let me know when you're ready for the phone number.
[AGENT][POSITIVE] Yes, sir. I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. Now I need your policy number, please.
[CUSTOMER][NEUTRAL] Um, that's actually what I'm calling. I'm not 100% sure which, um, because all I got was a letter saying that we had, uh, received a claim on your policy, so.
[AGENT][NEUTRAL] OK, I can look it up by your social.
[CUSTOMER][NEUTRAL] I'm not sure
[CUSTOMER][NEUTRAL] Yes. Sorry, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, real quick, um, because I'm trying to figure out, uh, I, I don't know if this is my work insurance or what because I just recently started there, um, are you able to tell me what companies you guys provide insurance for?
[AGENT][NEUTRAL] Um, well, there's a long list of companies, but I believe I found your policy in, in the system before I give you any other information, I'll just need for you to verify this information before I'm able to give it out to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and then what was it you were needing?
[AGENT][NEUTRAL] Um, for you to verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] OK. Uh, address is [PII].
[CUSTOMER][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And please verify your date of birth. Mhm.
[CUSTOMER][NEUTRAL] And then date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And to make sure that we have this the correct information on file, could you please verify your email address?
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, sir. And yes, I do show one policy in the system for you. Um, it's for you and your family. It's a dental insurance policy.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Yeah, it was talking about a claim and I haven't set up like I, I haven't done anything with my dental yet so.
[AGENT][NEUTRAL] OK, I do show, let's see, there's
[AGENT][NEUTRAL] OK, I do show one claim on file. Let me take a look at it.
[CUSTOMER][NEUTRAL] OK, yeah, I would say because none of us have been to the dentist so.
[AGENT][NEUTRAL] OK. Yes, sir. I apologize. Um, this is a claim that someone filed under.
[AGENT][NEGATIVE] Um, your policy, but you were not the member, so yeah, I would ignore that. This was basically the wrong policy that they filed the claim under.
[CUSTOMER][NEUTRAL] Oh, I was gonna say cause none of us had been to the dentist yet, so.
[AGENT][NEUTRAL] Right. Yes, sir. You can ignore that. Yeah, it was just letting you know that the claim was filed under your policy and it was the wrong claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that's all I needed.
[AGENT][NEUTRAL] OK. Well, I, is there anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thank you again for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Mhm bye.