AccountId: 011433970860
ContactId: 26900148-df2b-4338-94db-aa726a312e62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352640 ms
Total Talk Time (AGENT): 87341 ms
Total Talk Time (CUSTOMER): 153222 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/26900148-df2b-4338-94db-aa726a312e62_20250502T20:22_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Um, I have Ms [PII] on the phone. She is calling on policy 603-717, and a good call back number for her is [PII].
[AGENT][NEUTRAL] Can you, I'm sorry, can you give me that policy number again?
[CUSTOMER][NEUTRAL] It's 603-717.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I
[CUSTOMER][POSITIVE] Yes, ma'am. I'm sorry, I didn't mean to go so fast.
[CUSTOMER][NEUTRAL] I was trying not to forget what I had to say.
[AGENT][NEUTRAL] OK, so she's just calling in regards to a claim?
[CUSTOMER][NEUTRAL] And get you your information.
[CUSTOMER][NEUTRAL] Uh yes, um, and her a good call back number for her is [PII].
[CUSTOMER][POSITIVE] She initially called to make a payment so I've made the pay I'm getting that got that taken care of and then she asked about um.
[CUSTOMER][NEUTRAL] How much her partial will cost.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or will be paid on a partial.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much and you have a wonderful day, OK? Thank you. All right. Bye-bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Claims department, this is [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] Hi, this is [PII]. How can I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, actually I'm trying to think if I got the wrong. Who am I talking with? I'm sorry.
[AGENT][NEUTRAL] American public life.
[CUSTOMER][POSITIVE] 000, I forgot. I never hung the phone up. I was doing something else and listening to the music. I just made my payment. I'm ready. Thank you.
[CUSTOMER][NEUTRAL] But I was gonna ask a question. Yes, I, I did have one question, um.
[AGENT][NEUTRAL] Did you have any questions?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had just bought a new, um, getting a new partial and I was in the dentist's office this week and I was trying to figure out how I forgot to ask them how much did um my insurance pay of that cause I had to pay 1500.
[AGENT][NEUTRAL] OK, you said it was for a partial?
[CUSTOMER][NEUTRAL] Mhm partial.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I've gotten 2 before. I know they paid 300 to $400 or something on it, but I wouldn't.
[CUSTOMER][NEUTRAL] And then if that's what it still was, exactly what it was.
[AGENT][NEUTRAL] OK, let me take a look. Give me one moment.
[CUSTOMER][NEUTRAL] I'm sure if you like the but only 3.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] Shopping during our show.
[CUSTOMER][NEUTRAL] 058
[CUSTOMER][NEUTRAL] Where
[AGENT][NEUTRAL] OK, one moment, Miss. I'm gonna put you on a brief hold. One moment.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, do you have a quick moment? I need your help on a dental call.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Oh, were you?
[AGENT][NEUTRAL] It's um
[AGENT][NEUTRAL] OK, it's on policy 603-717.
[AGENT][NEUTRAL] The policy certificate is not out here. It's just a schedule page and I have the insured, she's just inquiring to see how much a partial will cost.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Or how much the plan covers for a partial?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, cause she said she got it done in the past, so we will actually need the procedure code then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you. OK, I'll let her know thanks.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you for holding, Ms. [PII]. In order for us to give you an estimated cost in regards that we would need the procedure code. You can reach out to the dentist's office and they can give it to you and you can call back in and we can give you an idea of how much that will cost.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] about
[CUSTOMER][NEUTRAL] OK, well, they, they, they can they can tell me when I go back down there. I've got to go back down there Monday, so, um, mhm, because I'm looking up I see where it says approval code that's on this receipt.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But um I gotta go back down that Monday so I check.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] That's, that's all, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] Mhm uh-huh bye bye.
[AGENT][NEUTRAL] Mm bye.