AccountId: 011433970860
ContactId: 251494b3-d41b-41a2-8d1c-086cc3efb6fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305380 ms
Total Talk Time (AGENT): 83888 ms
Total Talk Time (CUSTOMER): 123322 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/251494b3-d41b-41a2-8d1c-086cc3efb6fd_20250210T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. I'm doing great, and I'm currently at the Orthodontist office with my son, and I need our um member ID number, um.
[AGENT][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Something for the orthodontist.
[AGENT][NEUTRAL] OK. And spell your first name?
[CUSTOMER][NEUTRAL] [PII] The insurance is under my husband's name, so you probably want his name.
[AGENT][NEUTRAL] OK. Do you, did you say you do not have the policy number?
[CUSTOMER][NEUTRAL] His name is
[CUSTOMER][NEUTRAL] I don't have hold on, no, I don't have the policy number.
[AGENT][NEUTRAL] Are you on the policy?
[CUSTOMER][POSITIVE] Yes, I am on a policy, yes ma'am.
[AGENT][NEUTRAL] OK, and, and spell, uh, your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] It's a lazy.
[AGENT][NEUTRAL] In [PII], the policy is with American Public Life.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Who is the employer?
[CUSTOMER][NEUTRAL] Um, TOD.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What does that stand for?
[CUSTOMER][NEUTRAL] Um, I don't know.
[AGENT][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I didn't find anything under your name.
[CUSTOMER][NEUTRAL] I can put you, you want my husband name?
[CUSTOMER][NEUTRAL] Cause I'm, I'm actually online.
[AGENT][NEUTRAL] Well, if you're on the policy.
[AGENT][NEUTRAL] Yeah, if you're on the policy, I should be able to pull up your information.
[CUSTOMER][NEUTRAL] I'm actually online looking, hold on, let me see if you got my maiden name or.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, hold on.
[CUSTOMER][NEUTRAL] OK, look at a [PII]
[AGENT][NEUTRAL] Spelled [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And what's your spouse's name?
[CUSTOMER][NEUTRAL] [PII], and his last name is Concetil 11382.
[AGENT][NEUTRAL] And the date of birth?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what type of policy is this?
[CUSTOMER][NEUTRAL] Yes so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And were you needing dental benefits?
[CUSTOMER][NEUTRAL] Yes, I'm at the Orthodontist and my son, I'm here with my son, [PII], and we need, um, his birthday is [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's his date of birth?
[AGENT][POSITIVE] OK, great. Thank you. Go ahead.
[CUSTOMER][NEUTRAL] So, um, we need a member number or something, um.
[AGENT][NEUTRAL] The policy number? I can give you the policy number.
[CUSTOMER][POSITIVE] She actually, OK, yes, I would be fine.
[AGENT][NEUTRAL] It's 243.
[CUSTOMER][NEUTRAL] 243
[AGENT][NEUTRAL] 219, 2196.
[CUSTOMER][NEUTRAL] 2196
[AGENT][NEUTRAL] The policy effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's currently active?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 123. OK, hold on. I have, I have her here now, this is my question.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hey, I
[AGENT][NEUTRAL] Good morning. This is [PII] with AP American.
[CUSTOMER][NEUTRAL] Yeah, I was calling to get orthodontic benefits on a patient.
[AGENT][NEUTRAL] OK, let's see if orthodontic. Orthodontic is not covered under this particular dental plan.
[CUSTOMER][NEGATIVE] So they don't pay, they don't pay anything. Oh, OK, well that's all I need to know then.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], did you have any other questions?
[CUSTOMER][NEUTRAL] Yes ma'am. No, ma'am, that was it.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.