AccountId: 011433970860
ContactId: 1e1dd47d-b797-4999-bf18-f144b2c9ec66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 583880 ms
Total Talk Time (AGENT): 230636 ms
Total Talk Time (CUSTOMER): 265792 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/1e1dd47d-b797-4999-bf18-f144b2c9ec66_20250509T14:48_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APO. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hi, how are you today?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] Um, I'm good. I just have some questions for you. Um, so my mom has a policy, a dental policy with y'all, and I aged out like I'm no longer on the, um, insurance, and I just needed a letter saying that I'm no longer on it so that I can get my new insurance.
[AGENT][NEUTRAL] OK. Uh, what is your name and that policy number, please?
[CUSTOMER][NEUTRAL] So my name is [PII]. Last name is [PII] and it says the policy number is 00617701.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[CUSTOMER][NEUTRAL] And we, so my mom called a few days ago and we did get a letter from you guys, but it didn't say that um it was dental coverage that I was losing, so they didn't approve it. So I just wanted to see like can the letter say that I'm losing the dental coverage.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I did. I'm so sorry. I hit a mute button and didn't even know. I'm sorry. Uh, verify your date of birth for me, please. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case our call get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you and give me one moment let me check with customer service um.
[AGENT][NEUTRAL] May have transferred, but give me one moment and ask a representative, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I know, I, I, I know.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Sorry, sorry.
[CUSTOMER][POSITIVE] Thank you for calling APL. This is Memory and customer service.
[AGENT][POSITIVE] Hey, I'm sorry, that song, that uh whole music is catchy.
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] Yeah, it gets me sometimes too.
[AGENT][NEUTRAL] Um, I have a quick question. I may have to send a hub, but I have an insurance depended on the phone. They aged out from their mom's dental policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they're wanting to know if we can send like um a letter stating that they are no longer on the policy so she can get her own insurance. I didn't know if that's something we do for dependents or previous dependents on the plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it usually sends one out when they age out. uh, what's the policy number?
[AGENT][NEUTRAL] 617-701.
[AGENT][NEUTRAL] Do do do do do do do do.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] You ready for Mother's Day?
[CUSTOMER][NEUTRAL] Not really. Um,
[CUSTOMER][NEUTRAL] Yeah, we were gonna go out last night um to eat somewhere where I've been wanting to go and um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I had my mom watching her and we had some family drama go down, so I had to go get.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] [PII] from her house and so I didn't need to go and I'm not going this weekend because
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Restaurants are always crazy, so.
[AGENT][NEUTRAL] Especially during like a holiday.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Exactly, yeah, so.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, I need to call my mom and see where she may wanna go for dinner.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][POSITIVE] Hopefully, it's an easy breezy place or something, you know.
[CUSTOMER][POSITIVE] Yeah, I want this place I wanted to go to has crawfish and
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, I wanted it so bad. I haven't had any this year. Yes, girl. I can eat just the potatoes, but my husband likes the corn.
[AGENT][POSITIVE] I love the potatoes and the corn.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Long time ago. I don't know if you ever, if you remember the dock or are you originally from [PII]?
[CUSTOMER][NEUTRAL] Which dependent is it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, my
[CUSTOMER][NEUTRAL] Yeah, I am, yeah.
[AGENT][NEUTRAL] A friend of mine, her dad was a was a bartender there, so for, I think we were [PII] or so, they got us jobs um for like Saint Patrick's Day selling crawfish.
[AGENT][POSITIVE] We made so much money that, and I remember I ate so much crawfish and potatoes. And there was, and, you know, the dock was a bar and we were outside. We couldn't go inside cause we were under age. But there were so many drunk people, like this one lady, she kept putting $5 tips in the jar every time she stole a potato. I was like, keep going.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh my God, that's so funny. Yeah, uh, my parents used to actually go there a lot when we were younger. Um, I, I never went, so, uh, they tore down before I got even close to, um, being of age. I know.
[AGENT][NEUTRAL] It was fine once I was of age.
[AGENT][NEGATIVE] I hate that they tore it down though.
[AGENT][POSITIVE] Cause it was so much fun though.
[AGENT][POSITIVE] They had good food too.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] Yeah, I heard really good stuff about it and my parents were not happy when they tore it down you know cause like I said, they used, they used to go there a lot.
[AGENT][NEUTRAL] Yeah, I think my uh husband said Prince played there or Prince showed up at the dock. I was like, man, I wish I was of age. I could have went and saw [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And vanilla [PII] too, apparently.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh my gosh, really?
[AGENT][POSITIVE] Yeah, girl, I've been all up in there. I, I'm in love. I was in love with [PII].
[CUSTOMER][NEUTRAL] Vanilla [PII].
[CUSTOMER][NEUTRAL] It wasn't.
[AGENT][NEUTRAL] Yeah, that's true.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Is this for Juliet?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, there is a letter in here um showing that.
[CUSTOMER][NEUTRAL] They did attain the expiry age and are removed, but there's no address on here, so that's a little weird.
[AGENT][NEGATIVE] Well she said that they received something, but it didn't show that it was for dental.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, it, it doesn't. Um, we may have to type up a, um,
[CUSTOMER][NEUTRAL] A manual letter.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Yeah, we'll need to type up a manual letter.
[CUSTOMER][NEUTRAL] Um, could you put in a hub request and ask her how she wants it? We can send it by email or we can send it in the mail, but it'd be quicker if she if she take it by email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll ask her. Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, and yeah we can we can type something up manually and get that out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's weird how I don't know how they got it because it's not showing a name or an address on here. It just says like it's a template. It says address 1, address 2 address 3. So it's weird. I don't see how they got one at all because it's not right.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's weird.
[AGENT][POSITIVE] All right. Well, [PII], I appreciate you, you try to have a good Mother's Day and the weekend.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] All right, lady.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Uh, Ms. [PII], thank you so much for holding. I'm sorry for that delay.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] But, but I spoke with a representative and she, uh, they're gonna type out a letter.
[AGENT][NEUTRAL] Uh, explaining this dental that you're no longer on there, but she asked me to ask you, um, how do you want it sent? By email or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can we just get it emailed? Yes, email is work, works.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what's your email address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And that's uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] ULF. OK, thank you, but I repeat it I would have them sent to the wrong address. OK, thank you so much. Uh, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Yes, no problem.
[CUSTOMER][POSITIVE] That is it. Thank you so much.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL. You have a great day and weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.