AccountId: 011433970860
ContactId: 3bca3dde-2781-43d8-8906-5ce69cd768b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249380 ms
Total Talk Time (AGENT): 107534 ms
Total Talk Time (CUSTOMER): 68721 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/3bca3dde-2781-43d8-8906-5ce69cd768b9_20250303T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. Uh, I was calling to get a little information on my insurance policy. Um, I, I'm still kind of new to the insurance, and I, I haven't had it very long. Um, is this too my vision goes through?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, APL doesn't offer vision plans, only dental, um, medling gap, and other products, but we don't offer vision.
[CUSTOMER][NEUTRAL] OK, I'm trying to figure out, trying to figure out who my vision goes through, but, um, well, I, I, I ask a couple questions about dental, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have my whole family on the plan um.
[CUSTOMER][NEUTRAL] What's uh what's the coverage on uh cleanings?
[AGENT][NEUTRAL] All right. Um, we can, I can go ahead and take all the information for the policy and then I will have to transfer you to the dental department so they can give you an explanation of that section. Does that work?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] All right, Mr. [PII], um, do you happen to have that policy number for the dental or do you mind if we use your social security number to find it?
[CUSTOMER][NEUTRAL] We could do my social. I, I don't have the card on me.
[CUSTOMER][NEUTRAL] So it's just [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and let me just a minute so I can search it up.
[AGENT][NEUTRAL] Alright, I have to find here your policies. In which state are these policies issued?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. All right, perfect.
[AGENT][NEUTRAL] And for verification steps, just before I transfer you to the dental department, um, do you mind verifying your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] All right. Thank you very much, Mr. [PII]. Um, I will go ahead and connect you with the dental department. Is there anything else that I can help you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][NEUTRAL] All right. I'm gonna go ahead and place you on a brief hold.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer service. I have an insured on the line um with policy number 258.
[AGENT][NEUTRAL] 0727.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he's requesting um information about his benefit, benefit and how much it covers for um some services.
[CUSTOMER][NEUTRAL] OK, so that's 02580727, is that right?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 02580727.
[CUSTOMER][NEUTRAL] OK, all right, thank you and um have you verified his information um [PII]?
[AGENT][NEUTRAL] Yes, everything is verified and the callback number is the same one from the one he's calling.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much I'm ready.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you