AccountId: 011433970860
ContactId: 46dc0083-54d0-4fb0-928b-8d7a2690c295
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207500 ms
Total Talk Time (AGENT): 73080 ms
Total Talk Time (CUSTOMER): 80809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/46dc0083-54d0-4fb0-928b-8d7a2690c295_20250416T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi. Hi. So I didn't really know what to press. I just have a question. So this is my dad's insurance, and I'm under his insurance. I'm just wanting to know, is this strictly my dental insurance or is this both health and dental?
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, give me one second.
[CUSTOMER][NEUTRAL] The policy number is 02599329.
[AGENT][NEUTRAL] OK, thank you. And what is your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And provide me your dad's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you very much for that, [PII]. And I want to know what type of policy this is. Um, this is strictly a dental policy that you have.
[CUSTOMER][NEUTRAL] Oh, OK. I, I don't know if I should be asking you this, but is their health insurance under this or no?
[AGENT][NEUTRAL] No, no, um.
[CUSTOMER][NEUTRAL] Like with the OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][POSITIVE] All right, thank you so much. Oh, OK.
[AGENT][NEUTRAL] Uh, OK, one moment, let's see here.
[CUSTOMER][NEUTRAL] I just wanted to call the back of my this insurance card because I'm kind of trying to figure out what my health insurance is because my dad doesn't know, so I was like I'll just call them for you.
[AGENT][NEUTRAL] OK, now you do have medical insurance. It's a different policy number.
[AGENT][NEUTRAL] OK, so let me give you that policy number for your medical. it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, give me one second, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is 025993997.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's for you and your dad, of course.
[AGENT][NEUTRAL] Um, one moment. So you do have medical insurance. It's just, it's a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't need the group number on it it's the same too.
[AGENT][NEUTRAL] And the group number we have for you or for your dad is, give me one second.
[AGENT][NEUTRAL] 16068.
[CUSTOMER][NEUTRAL] Once, sorry, repeat that again, sorry.
[AGENT][NEUTRAL] I'm so sorry, 16068.
[CUSTOMER][NEUTRAL] 68, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling AP. You have a great day. Thank you. Take care.
[CUSTOMER][NEUTRAL] You too. Bye-bye.