AccountId: 011433970860
ContactId: 23fb8eaf-45c1-4631-a68d-02ccf5f8621c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202789 ms
Total Talk Time (AGENT): 71967 ms
Total Talk Time (CUSTOMER): 100500 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/23fb8eaf-45c1-4631-a68d-02ccf5f8621c_20250421T12:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, tell you I call him back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I was trying to talk to, I was trying to talk to [PII] that I'm at the dentist's office and I got my, uh, my, my, my, my payer ID card in my hand, but it, it is expired, but I know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm, uh, I'm, I still valid because I, I make my payments every month still, so.
[AGENT][NEUTRAL] OK, what's the policy number on the card that you have?
[CUSTOMER][NEUTRAL] It's 023-39016.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], let me pull up your policy and what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what's your date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII]. My mailing address is [PII].
[AGENT][NEUTRAL] And the zip code there?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then what's your email address [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And so the current policy that you have, you said it shows what?
[CUSTOMER][NEUTRAL] The date on it is [PII] on on it the date.
[AGENT][NEUTRAL] It, it says, I'm sorry, repeat that.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] The date, the date on it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's the effective date. I show it active it's currently active, yeah, that's the effective date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, ma'am, so, uh, my ques my next question to you, uh, how much what should be my co-payment today because I'm at the dentist's office right now.
[AGENT][NEUTRAL] OK, we don't verify your copay. Your dentist does, and it looks like they called us on last Friday to verify your benefits, so we faxed over your benefits to your providers to sell you.
[CUSTOMER][NEUTRAL] OK, so everything is fine then. I'm just, I'm just calling to verify to make sure everything is OK.
[AGENT][NEUTRAL] Yeah, they called us for your benefits and we faxed them over a schedule of your benefits on the [PII], which was Friday I believe, yeah.
[CUSTOMER][NEUTRAL] Alright then.
[AGENT][NEUTRAL] And can you verify your email address for me again?
[CUSTOMER][POSITIVE] Alright then alright then thank you so much.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Looks like then this must be your work email that we have on file.
[CUSTOMER][NEUTRAL] What you, you, you're talking about um our nation auto transport?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] That's, yeah, [PII]. That's fine. That, that, that one is OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alrighty. Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that, that's why I was calling to make sure my, my, my ID card is valid.
[AGENT][NEUTRAL] It is. That's the effective date.
[CUSTOMER][POSITIVE] Thank you, thank you, thank you so much. OK, I appreciate you bye bye.
[AGENT][POSITIVE] All righty. You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] All right bye.