AccountId: 011433970860
ContactId: 1eb4866d-8c54-41e7-b1fe-37017b9cd0d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153720 ms
Total Talk Time (AGENT): 55556 ms
Total Talk Time (CUSTOMER): 77771 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/1eb4866d-8c54-41e7-b1fe-37017b9cd0d7_20250306T13:12_UTC.wav
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[AGENT][NEUTRAL] How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, I have the APL and I'm trying to see if it covers anything, um, any co-pays or anything with like dental.
[AGENT][NEUTRAL] Um, if this is the APL gap insurance, it doesn't. What's your policy number so I can verify?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a group number is that the group group number?
[AGENT][NEUTRAL] No, it should say a policy number.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] There is no policy number. It just says insured coverage group group number.
[AGENT][NEUTRAL] It just a certain number.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] It doesn't say cert number. Should be 2 of them inpatient and outpatient cert number.
[CUSTOMER][NEUTRAL] Oh, it has like a out outpatient outpatient er number is 02.
[AGENT][NEUTRAL] Yes, that'll be the policy number.
[CUSTOMER][NEUTRAL] OK, 02174678.
[CUSTOMER][NEUTRAL] ML 8
[AGENT][NEUTRAL] Thank you and could you provide me with your full name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth [PII]. Address [PII], and that's in [PII].
[AGENT][NEUTRAL] Thank you, [PII], what's the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Um, it should be [PII].
[AGENT][NEUTRAL] That's correct and the callback number is [PII].
[CUSTOMER][NEUTRAL] No, that's, um, that number is wrong. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Alrighty, so and you're calling in regards to your gap insurance to verify if it pays anything towards your dental deductible. If it was an accident, it would be.
[CUSTOMER][NEUTRAL] Not the, not the deduct.
[CUSTOMER][NEUTRAL] Sorry, um, not the deductible. It's, it's, um, like I have to have a CAT scan.
[CUSTOMER][NEUTRAL] Um, and they said that my insurance doesn't cover it, so I just didn't know if the gap insurance covers anything on that.
[AGENT][NEUTRAL] For your dental, correct?
[CUSTOMER][NEUTRAL] It's under dental, yes.
[AGENT][NEGATIVE] Yeah, unfortunately, the policy only covers medical services.
[CUSTOMER][NEUTRAL] OK. OK. All right, that's what I just wanted to verify.
[AGENT][POSITIVE] Yes ma'am, is there anything else that I could assist you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Thanks for calling APL and have a great day, [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.