AccountId: 011433970860
ContactId: 2524d4ee-5dcd-4942-8fef-506bcdba9e40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416690 ms
Total Talk Time (AGENT): 181140 ms
Total Talk Time (CUSTOMER): 129705 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/2524d4ee-5dcd-4942-8fef-506bcdba9e40_20250312T21:23_UTC.wav
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[CUSTOMER][NEUTRAL] Audiences like [PII] and
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, the, it's actually the policy is under my husband. He's here if you need to talk to him. I just had a couple questions about it.
[AGENT][NEUTRAL] OK, I can help you guys with questions about your policy. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] [PII]. I don't know if it's the right one. I have 156553.
[AGENT][NEUTRAL] That looks like that could be a group number. Do you see an inpatient or an outpatient cert number or a member number?
[CUSTOMER][NEGATIVE] I do not, and I created an account as well, but it's not.
[CUSTOMER][NEUTRAL] This is my first time even going in there, so I'm not sure where to look.
[AGENT][NEUTRAL] OK, um, what is the social security number?
[AGENT][NEUTRAL] Um, that's on the policy.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, let me see if I can find it with the social real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is it's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, right, and can I speak to [PII] to be able to discuss the policy with you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, he's here.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. I just need you to verify your policy and then give me consent to discuss the policy with Ms. [PII].
[AGENT][NEUTRAL] Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] The uh the address that we have is uh [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] Uh, it's under is it [PII], what was it? 337.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then one last verification, can you give me the phone number that's on the policy?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much and if we get disconnected, is that a good number to call you guys back on?
[CUSTOMER][NEUTRAL] Uh, yes, it is.
[AGENT][NEUTRAL] OK, perfect. And can I talk to Ms. [PII] about your policy?
[CUSTOMER][NEUTRAL] Yes you may.
[AGENT][POSITIVE] OK, thank you. I appreciate you giving me that verification.
[CUSTOMER][NEUTRAL] OK, um, since you have that pulled up, can I get the policy number?
[AGENT][NEUTRAL] Hi miss
[AGENT][NEUTRAL] Yes, the policy number is 250.
[AGENT][NEUTRAL] 1184.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, and then we need to update the um um the address.
[AGENT][NEUTRAL] OK, so you guys have moved and you need an address change?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is the address, the new address going to be?
[CUSTOMER][NEUTRAL] It's [PII], and it's still [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, let me get that fixed for you real quick.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And let me check and make sure it healed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, I've got it corrected for you now to [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK perfect alright and and did you have any other questions or anything else that I could help you with today?
[CUSTOMER][NEUTRAL] Yeah, for the dental, is it like reimbursement or is there like um like a list that I can see like what providers around the area or how does that work?
[AGENT][NEUTRAL] Right, so in order to find a provider I'm gonna give you our website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's going to be [PII].
[AGENT][NEUTRAL] But that and [PII].
[AGENT][NEUTRAL] When you get on the website in the search bar you're gonna type in provider.
[AGENT][NEUTRAL] And then after you press enter it'll bring you to another page and you're gonna choose provider resources.
[AGENT][NEUTRAL] And then after you choose provider resources you're gonna do search for provider.
[AGENT][NEUTRAL] And you put in your zip code and I'll bring up the providers in your area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, sorry, we're like out in the doesn't sound that great.
[CUSTOMER][NEUTRAL] OK. And then my other question was like I got this policy and I know he has dental and I got life insurance as well. I don't remember if I got anything else for him, what the policy is.
[AGENT][NEUTRAL] OK, I am showing that you guys only have dental coverage through us, that he only has the dental through our company.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] The dental?
[AGENT][NEUTRAL] Yes, only the dental with our company.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] OK, so then I must have gotten it somewhere else.
[CUSTOMER][NEUTRAL] So, OK.
[AGENT][POSITIVE] Yes ma'am, very OK.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] All right, sounds good.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well you guys both have a great night and we appreciate you calling APL.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] And you're welcome. Bye bye.
[CUSTOMER][POSITIVE] Thanks. Bye.