AccountId: 011433970860
ContactId: 417da39a-cba7-47f6-b2f0-c95cea4a274e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289829 ms
Total Talk Time (AGENT): 136834 ms
Total Talk Time (CUSTOMER): 77538 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/417da39a-cba7-47f6-b2f0-c95cea4a274e_20250512T17:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My um mom has a dental insurance plan for y'all, and I used to be on it, but I aged out and I'm now getting new insurance, and I just needed to get a letter saying that I aged out and y'all did send me one like I requested one, but it doesn't say that, um, like I
[CUSTOMER][NEUTRAL] Like I basically had dental coverage through y'all. It just says that like I aged out.
[CUSTOMER][NEUTRAL] But it doesn't say what I aged out of. So could y'all include in the letter that I aged out of like the dental insurance?
[AGENT][POSITIVE] Um, sure, I can send it over. Let me, um, 1st may I have a good contact number in case we're disconnected, but yeah, I'll be more than happy to help you with your letter.
[CUSTOMER][NEUTRAL] Yes, my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the um policy number?
[CUSTOMER][NEUTRAL] Yes, it is 00617701.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, and I just need you to verify, um,
[AGENT][NEUTRAL] Well, well, you, you, well, you were on the policy, so I can just verify your name, well, your date of birth, and the mailing address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII] and the mailing address is [PII].
[AGENT][POSITIVE] That's my birthday. Well, happy belated birthday, and I was like [PII], but yes ma'am, [PII].
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][POSITIVE] Oh, really? That's funny. Happy belated birthday to you too. That's funny.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Did you hear me say
[AGENT][NEUTRAL] When you said your birthday.
[CUSTOMER][NEUTRAL] Yeah, I did, and I was like, what?
[AGENT][NEUTRAL] Well, thank you for verifying and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And [PII], do you mind if I place you on just a brief hold? I'm just gonna reach out to claims and see what the options are.
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sounds like they sent her a coverage letter. Let's see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's the coverage letter.
[AGENT][NEUTRAL] 344-44 sorry I said 444.
[AGENT][NEUTRAL] Is it a coverage? Oh, it's not started.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, thank you so much for holding. I apologize for that wait. Um, OK, so here's the thing. I see on [PII], um, there was a request sent over to customer service to um specify that you're no longer under the dental policy and then to email it to you looks like.
[CUSTOMER][NEUTRAL] Yes, but I haven't gotten that.
[AGENT][NEUTRAL] OK, yeah, this one, I, so I'm gonna add to this, they haven't started it yet. So I don't want to put another one in there. I'll just add to it and put today's date to let them know that you called in reference to this and um so that we can go ahead and get this started for you, and I'm gonna change it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, that would be perfect.
[AGENT][POSITIVE] OK, so I'll do this now, but yes, I do see it here and I made it urgent, just that's 24 to 48 hours, so we can try to get this turnaround for you.
[CUSTOMER][POSITIVE] OK, that would be perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it. Could I, um, just verify the email that they're sending it to?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], I'm glad we confirmed. Hold on one second [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much for fixing that.
[AGENT][POSITIVE] OK. You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That is it. Have a great day. Thank you so much.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.