AccountId: 011433970860
ContactId: 3be088b6-dc77-42f3-a5ae-74a72c8d1397
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294250 ms
Total Talk Time (AGENT): 116480 ms
Total Talk Time (CUSTOMER): 79842 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/3be088b6-dc77-42f3-a5ae-74a72c8d1397_20250512T20:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling A Co. How may I help you?
[CUSTOMER][NEUTRAL] Um, I have a question. I had a previous, um, policy through you guys through a previous employer, and, uh, I just want to schedule an appointment for my daughter, and apparently there is a previous bill from [PII] that was not paid. Um, I believe we should have had coverage around that time, so I'm wondering if you have a way to look back on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can look to see what your effective date of your policy was. um, can you please give me your name and your callback number just in case our call is dropped.
[CUSTOMER][NEUTRAL] It's uh [PII] Last name is [PII], and the number you can reach me at is [PII].
[AGENT][NEUTRAL] OK, and do you know your policy number that you have?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, I can look it up with your social. Can you give that to me please and I'll pull in your policy for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Alright, um, can you please tell me what kind of policy or what kind of, um, bill it is for, is it dental or is it medical?
[CUSTOMER][NEUTRAL] Dental.
[CUSTOMER][NEUTRAL] It's a dental.
[AGENT][NEUTRAL] Dental. OK. OK. Let me check. I think I have you right here. And can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also, will you please verify your address, phone number and email address that we had on the policy for you.
[CUSTOMER][NEUTRAL] Oh, I'm not sure what email address you have but.
[CUSTOMER][NEUTRAL] The and I'm not sure what address you have, but the address now is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then I do see that it had a different phone number than the one that you're calling from.
[CUSTOMER][NEUTRAL] I don't know if that would be.
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] And your email address will be at [PII]. Can you give me that Gmail email address?
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][POSITIVE] Yes, you got it. Good deal. Thank you for verifying the policy for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, so your policy was active from [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That kind of explains it, um, the bill in question, um, there were two bills for my son, and the bills in question were from [PII] and [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] There's no way
[AGENT][NEUTRAL] Yeah, your policy.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah, it on [PII].
[CUSTOMER][NEUTRAL] So there's no way to like.
[CUSTOMER][NEUTRAL] date that I order like,
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Because through your employer and they were payroll deducted and sent to us and you're no longer.
[CUSTOMER][NEGATIVE] I'm sorry, you're, you're cutting out. What was that?
[AGENT][NEUTRAL] I'm I'm sorry, no, there's not a way to go back and change that, um, terminate, no ma'am.