AccountId: 011433970860
ContactId: 32f94008-56f3-483f-902b-ae501f33c625
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266260 ms
Total Talk Time (AGENT): 116804 ms
Total Talk Time (CUSTOMER): 127616 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/32f94008-56f3-483f-902b-ae501f33c625_20250428T18:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hey [PII], um, I have a couple questions. My um.
[CUSTOMER][NEUTRAL] Son's father has um dental insurance from with his job through you guys um and he has my son on his plan. I'm just trying to see um like how does it go if there's any co-payments needed um and the type of insurance so I could make him an appointment.
[AGENT][NEUTRAL] OK, so you're calling on behalf of your child. You said that it's covered.
[AGENT][NEUTRAL] With APL, is that correct?
[CUSTOMER][NEUTRAL] My.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so yes, ma'am, I will, OK, so what I'm gonna need to do before I can provide you any information is to pull up the policy and verify some things with you for security. Now, are you covered on this policy?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] No, it's just my son.
[AGENT][NEUTRAL] OK. So, I will be very limited as to what I can tell you without speaking with the insured.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] So, what is your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry, what is the first name? Did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. And how do you spell your first name, Ms. [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm so sorry, but there's some background noise that's, I, I didn't understand the last four numbers.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] It is 021 9.
[CUSTOMER][NEUTRAL] 48
[CUSTOMER][NEUTRAL] 38
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, and if you, I will have to verify several things first for security.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So first off, what is the insured's name and date of birth and then your child's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] is my ex-husband's name that the policy is under. Um, my son's name is [PII]. His date of birth is [PII] for my son. The grown up, oh, I don't know if you need his his date of birth.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. I do. Uh-huh, I do.
[CUSTOMER][NEUTRAL] Uh, [PII]'s date of birth is [PII].
[AGENT][POSITIVE] Thank you. And the whole mailing address for Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, one is [PII] or 8 [PII].
[AGENT][NEUTRAL] Ms. [PII], uh, I'm so sorry, Ms. [PII], you completely went out. Your voice was, was not audible.
[CUSTOMER][NEUTRAL] I'm not sure his full address. I know it's on [PII] something I mean [PII].
[AGENT][NEUTRAL] OK. So, all right. So that, OK. So, because you're not covered under this policy, Ms. [PII], even though your son is, I will have to receive permission for a phone call from Mr. [PII] for us to be able to provide any information.
[CUSTOMER][NEUTRAL] OK, so there's no way like, uh, he already, we already booked the appointment. I just wanna know if there's a co-payment or will the doc, I mean, will the dentist be able to tell me that?
[AGENT][NEUTRAL] The dentist should be able to provide any, that information to you.
[CUSTOMER][NEUTRAL] It
[AGENT][POSITIVE] But I'm so sorry. I can't. Yes, ma'am. You're welcome.
[CUSTOMER][POSITIVE] OK thank you have a good day.