AccountId: 011433970860
ContactId: 16f49ab4-a370-4d6a-bf21-12c7110ec961
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364410 ms
Total Talk Time (AGENT): 124121 ms
Total Talk Time (CUSTOMER): 97791 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/16f49ab4-a370-4d6a-bf21-12c7110ec961_20250501T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. My name is [PII], and I have American Public Life insurance, dental insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, policy number, could you look that up?
[AGENT][NEUTRAL] Sure, I can.
[CUSTOMER][NEUTRAL] 6613.
[CUSTOMER][NEUTRAL] 097.
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to pull it up.
[AGENT][NEUTRAL] All right, Mr. [PII], just um to verify that we have your information correct. Can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Better times when I grew up, uh, and address [PII].
[AGENT][POSITIVE] All right. Thank you very much. And um what do we have for your policy? How can I assist you today?
[CUSTOMER][NEUTRAL] Do, uh, do y'all, uh.
[CUSTOMER][NEUTRAL] I'm fixing to go to.
[CUSTOMER][NEUTRAL] Oral surgery in Shreveport on one tooth that uh that broke off and they dentist recommend that I just go ahead and have it.
[CUSTOMER][NEUTRAL] Extract it, do y'all pay for that?
[AGENT][NEUTRAL] Oh, all right. All right, Mr. [PII]. Unfortunately, um, I only handle like the policy information, um, but I can have someone in the benefits department to assist you with your question about um your extraction that you're gonna have. Um, would you like me to go ahead and transfer you and provide the policy information so you don't have to repeat it?
[CUSTOMER][NEUTRAL] Uh help pay on it?
[CUSTOMER][NEUTRAL] Also
[CUSTOMER][NEUTRAL] Also, do y'all help on, uh, if I have a, uh, implant, do y'all help on that any or you don't know, do you?
[AGENT][NEUTRAL] Uh, no, I do not. That will be, um, someone in the benefits department can definitely answer to those questions.
[CUSTOMER][NEUTRAL] OK, now one thing, one thing that you can do for me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Send me a new ID cards, me and my wife, [PII] and [PII]. I've been having this insurance for years.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Can you send me new ID cards?
[AGENT][POSITIVE] Yes, I can. Um, I will go ahead and place a request to um have them mailed to you and you should receive those in about 7 to 10 business days.
[CUSTOMER][NEUTRAL] My wife too, [PII].
[AGENT][NEUTRAL] Mhm. Um, they will, I will say that they will both be under your name since they, uh, you are the main um policy holder, um, but she is still listed, so there should be no problem about it whenever they inquire anything for her.
[CUSTOMER][POSITIVE] OK, well I appreciate it and you can go ahead and transfer me over if you would like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I will do, and I will go ahead and provide the policy number and say that you are already verified, so you don't have to repeat that information. Um, I will also, um, say that you are requesting that we cover your extraction and um implant for it.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][NEUTRAL] I apologize for the wait, Mr. [PII]. It looks like um all of our agents are with the call right now. Would you like me to place you on the queue so the next available agent takes care of you?
[CUSTOMER][NEUTRAL] Well, I, I, I hope I would be around my phone here, uh.
[CUSTOMER][NEUTRAL] Uh, how long do you think it will be?
[AGENT][NEUTRAL] Um, let's see really quick. Allow me just a second to look at the queue.
[AGENT][NEUTRAL] I would say about 5 minutes or so.
[CUSTOMER][NEUTRAL] OK, well I, I will, uh, wait on the call then.
[AGENT][POSITIVE] All right, Mr. [PII]. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.