AccountId: 011433970860
ContactId: 37868af1-1263-4264-8d6f-6c29b7fa4c3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203919 ms
Total Talk Time (AGENT): 68001 ms
Total Talk Time (CUSTOMER): 105431 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/37868af1-1263-4264-8d6f-6c29b7fa4c3e_20250603T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I need to see if you can help me out. Um, my wife and daughter have a dentist appointment today, and she, uh, had given the dentist my insurance information, and the dentist said that they called, but they were told that my policy was only in effect for one day in February and then it was canceled.
[CUSTOMER][NEUTRAL] Um, so I need to see if you can help me out with what's going on here. As far as I know, it, it should be effective and money has been coming out of my check every week for it.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have the policy number here.
[CUSTOMER][NEUTRAL] Just a second here.
[CUSTOMER][NEUTRAL] Uh, let's see, the policy is 02579758.
[AGENT][NEUTRAL] OK, can I get your first and last name and your date of birth, please?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], could you verify your address and your email address?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] OK, thank you. And then lastly, just a good callback number in case we are disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, yeah, I've got the policy active. I don't know. Let me look in the notes and see if we received the call. So you said it was, um, somebody called for your, uh, spouse and child?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Correct. Um, I think, I don't know if they called today or if they called yesterday. She, she just sent me a text a little while ago saying that the dentist called and said that, uh,
[CUSTOMER][NEGATIVE] They were told it was effective for one day in February, but then it was canceled. That was it.
[AGENT][NEUTRAL] Hm, that's weird, um.
[CUSTOMER][NEUTRAL] And yeah, my daughter's appointment is here in about 45 minutes.
[CUSTOMER][NEGATIVE] So I, I don't know, maybe they did something wrong. They, uh, uh, some wrong information. I have no clue, but.
[CUSTOMER][NEUTRAL] I just wanna make sure that it is active that I know money's been coming out of my account or out of my check every week.
[AGENT][NEUTRAL] Yeah, we, we show, um, we show everything's active, uh, we would verify benefits. I don't see, let me double check on your daughter's notes real quick.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Because it is, it is uh a family plan correct that I have?
[AGENT][NEUTRAL] Yeah, it's yourself, your spouse, and your child, um.
[CUSTOMER][NEUTRAL] OK, that's that's what I thought. That's what the card says.
[AGENT][NEUTRAL] Yeah, I don't show it, we don't we make notes on all of our calls and I don't show that a provider has called, so maybe they called a wrong number or something, but yeah, we, we've got.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I, I bet they did.
[AGENT][POSITIVE] Yeah, we've got you, uh, we've got you covered. So if they call back, we'll be able to verify what your benefits are.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Awesome alright well I will tell my wife to tell him to call back.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, no, 70, that that'll do it for me.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Alright you too thank you for your help.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye.