AccountId: 011433970860
ContactId: 214c454e-5db2-485e-867b-edac1c1a9a52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173809 ms
Total Talk Time (AGENT): 86849 ms
Total Talk Time (CUSTOMER): 73926 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/214c454e-5db2-485e-867b-edac1c1a9a52_20250102T20:54_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] Yes, I'm calling to see um, would y'all be able to tell me whether or not this, I got a.
[CUSTOMER][NEUTRAL] Dental insurance card. Can you tell me if it's still active?
[AGENT][NEUTRAL] OK, you're wanting to find out if a dental policy that you have with us is still active, is that correct?
[CUSTOMER][NEUTRAL] Right, yes.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Miss [PII], what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number on your card?
[CUSTOMER][NEUTRAL] 02498859
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And Ms. [PII], I will have to verify several things with you first for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now we have something different on file for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the phone number that we have is the same. What is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And lastly, uh, the last four of your social, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So I do see that this policy that you had with us um did term as of [PII].
[AGENT][NEUTRAL] This policy you had through MAU or management analysis and utilization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. It did. It turned 113.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. That's all it shows y'all had.
[AGENT][NEUTRAL] All of your policies that you had with us have a termination date of [PII].
[CUSTOMER][NEUTRAL] I had there.
[CUSTOMER][NEUTRAL] OK. Did, did it have a um
[CUSTOMER][NEUTRAL] Dental
[AGENT][NEUTRAL] Yes, ma'am, you, uh-huh.
[AGENT][NEUTRAL] You did. That, that policy number you gave me was for your dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that one is no longer. OK, that's what I needed, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So if that's all then that I can help you with, thank you again for calling APL today, Miss [PII], and I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, you too, bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.