AccountId: 011433970860
ContactId: 0dc1c74c-8228-4a25-a829-29f109b42875
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215979 ms
Total Talk Time (AGENT): 116622 ms
Total Talk Time (CUSTOMER): 78529 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/0dc1c74c-8228-4a25-a829-29f109b42875_20250110T18:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm trying to find out if I still have coverage through, um, you or if it's through someone else. I'm so sorry. I just can't remember who my coverage is through.
[AGENT][NEUTRAL] That's OK. You're just wanting to verify if you do or do not have an active policy with APL is that correct?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And [PII], do you spell your first name with a [PII] or [PII] [PII]?
[CUSTOMER][NEUTRAL] With a [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And also, is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK. Thank you. And what is a good callback number for you please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, [PII].
[AGENT][NEUTRAL] Say that one, you said [PII], excuse me, [PII]. I'm having trouble talking this afternoon.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Thank you. And do you know a policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If not, I can try.
[CUSTOMER][NEUTRAL] A group number, um, pay number, policy, yeah.
[AGENT][NEUTRAL] And there should be another num.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 02407076
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, Ms. [PII], I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, yeah, [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the phone number that we show for you is the same as the one that you gave me, so that is your best contact number, correct?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][POSITIVE] Thank you. And lastly your email address?
[CUSTOMER][NEUTRAL] Um, it's changed, so it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So this policy, Ms. [PII], that you have with APL is no longer active. This policy was
[AGENT][NEUTRAL] Active with us from [PII], and there is no other active dental coverage with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what I thought that I wanted to make sure.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, you know, I do have dental insurance, but I'm not sure who it's with because it's with [PII] or what is it called Valley.
[CUSTOMER][POSITIVE] Mm, the [PII] great coverage. Yeah, so, OK.
[AGENT][NEUTRAL] Oh, I have no idea.
[AGENT][NEUTRAL] What I would what I would recommend to find out exactly who your provider is is to contact your HR department and they will be able to direct you as to who you would need to to reach out to.
[CUSTOMER][POSITIVE] Oh, OK, that sounds good. I could do that. Thank you. Uh-huh, thank you.
[AGENT][POSITIVE] OK. Well, you're certainly very welcome. And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Yes ma'am well thank you for calling APL and I hope.