AccountId: 011433970860
ContactId: 2ff65e7c-4458-4773-b3cd-d974f11bd924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343480 ms
Total Talk Time (AGENT): 107228 ms
Total Talk Time (CUSTOMER): 143047 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/2ff65e7c-4458-4773-b3cd-d974f11bd924_20250213T16:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I, I just have a question. Um, I'm a little bit confused on, um, for with DCO to the dental care. I just wanted to see if you guys still, uh, in plan with her.
[AGENT][NEUTRAL] I'm sorry, it's a little bit difficult to hear you. Um, you were confused about a dental policy?
[CUSTOMER][NEUTRAL] Yeah, can I give you the group number and the policy? I just wanted to see if if she's still in the um
[CUSTOMER][NEUTRAL] System like
[CUSTOMER][NEUTRAL] Active
[AGENT][NEUTRAL] Oh, OK, we were just needing to see if the policy is active. Are you with a provider?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Are you the uh group admin?
[CUSTOMER][NEUTRAL] It's for my mom.
[AGENT][NEUTRAL] Oh OK I see alright um and what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then really quick can I get.
[CUSTOMER][NEUTRAL] Is it, are you guys with, I just wanna, are you guys with the anthem as well, or no, [PII]?
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, because she has the anthem.
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, can I give you the group number to see if she's still active?
[AGENT][NEUTRAL] Um, can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. Uh 206.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8220098
[AGENT][NEUTRAL] OK, um, and then if you've got that policy number, I can take that.
[CUSTOMER][NEUTRAL] Yeah, it's 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 82378
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright and then uh what was this was for your mom correct?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was her name, please?
[CUSTOMER][POSITIVE] Would be my good.
[AGENT][NEUTRAL] And then uh her date of birth if you don't mind.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so uh she is the only one listed under this policy, is she available that I could speak with her to verify the information and make sure it's OK to speak with you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] She's at work right now, so that's why she had me call you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so as she is the only one under this policy, I'm unable to disclose any information without her consent.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah, I understand, but like.
[CUSTOMER][NEUTRAL] OK, let me, let me just try to connect with OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Only one.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEGATIVE] She's not answering. I just called her.
[CUSTOMER][NEUTRAL] Oh, wait.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hello mommy. Oh mama, er, it's in no not sorry yeah I need.
[CUSTOMER][NEUTRAL] Oh, OK. Hi, she's on the line. You can talk to her.
[AGENT][NEUTRAL] OK. Hi buddy, how are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Sorry to have to bother you. I'm doing well, thank you. Um, so I'm just gonna verify some of your information really quick. Um, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] Um, the what what.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And breaking done.
[AGENT][POSITIVE] Thank you for verifying that and then do.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] Appreciate it. Do we have permission to speak with [PII] on your behalf?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Good morning, sir.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] OK, thank you. I appreciate that. Sorry to bother you.
[CUSTOMER][POSITIVE] She can for it yeah.
[CUSTOMER][NEUTRAL] Money to camera.
[CUSTOMER][NEUTRAL] Galvaro.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. OK. Is she, yes.
[AGENT][NEUTRAL] OK, yeah, appreciate that y'all doing that. Um, sorry, it's just, you know, security matter. So, alright, so she did have just the one dental policy with us and it did terminate, uh, [PII], so she does not have any active policies with us.
[CUSTOMER][NEUTRAL] It's OK. Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's all I wanted to know. Thank you.
[AGENT][POSITIVE] OK, yeah, definitely I hope you'll have a great rest of your day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Right, OK.