AccountId: 011433970860
ContactId: 4cfe8834-2db3-4413-9a3e-37c5740d5e99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316880 ms
Total Talk Time (AGENT): 158952 ms
Total Talk Time (CUSTOMER): 88413 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/4cfe8834-2db3-4413-9a3e-37c5740d5e99_20250519T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to see if I am still enrolled in a.
[CUSTOMER][NEUTRAL] Uh, dental insurance.
[AGENT][NEUTRAL] OK, I can help you with that. Do you by chance know your policy number?
[CUSTOMER][NEUTRAL] I just see that's just it. I don't.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It's been a long time.
[AGENT][NEUTRAL] OK, and who, who is your employer?
[CUSTOMER][NEUTRAL] I'm not employed now.
[AGENT][NEUTRAL] OK. Uh, um, well, can I have your name, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Uh, did you say [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All right, spell [PII] for me. [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK. And the last name [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you, ma'am. Let's see if I can find you on that.
[CUSTOMER][NEUTRAL] I wasn't sure if it was through my job or if I was paying it because I think I was paying it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We can find out.
[AGENT][NEUTRAL] It'll take just a moment to search by name.
[AGENT][NEUTRAL] Hey Ms. [PII], um, can you, no, that wouldn't be you. Let's see.
[AGENT][NEUTRAL] Can you verify the last four digits of your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, I think I have found you.
[AGENT][NEUTRAL] All right, Ms. [PII]. Real quick, can we verify your date of birth and then your address, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. We do have a street address to a [PII] box. Do you mind verifying that street address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] That's the right street name though, but it's a different number. Oh my [PII]. OK. Yes, ma'am, that's it. Let's see what you had with us. Um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] Oh, it does look like you have a dental policy with us. And it's under [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And yes ma'am, it is being drafted from your bank account and you are paid through [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You're set to draft owner, owner around the [PII]. So you'll probably draft, uh.
[CUSTOMER][NEUTRAL] What do I pay a month? What do I, I don't pay it monthly?
[AGENT][NEUTRAL] $18.30.
[AGENT][NEUTRAL] Yes, ma'am. $18.30.
[CUSTOMER][NEGATIVE] Oh, I don't pay it.
[CUSTOMER][NEUTRAL] Oh, and that's every month, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, OK, it seems like.
[AGENT][NEUTRAL] Would you like your policy number?
[CUSTOMER][NEUTRAL] Could you send something out to me?
[AGENT][NEUTRAL] OK, we can do that. Let me go ahead and give you that policy number.
[CUSTOMER][NEUTRAL] The pilot um.
[AGENT][NEUTRAL] And then I can request a um policy to be mailed to you. OK. So your policy number is 615.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 388.
[AGENT][NEUTRAL] 615-388. And that is your dental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's called dental care.
[AGENT][NEUTRAL] Select dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, send me some information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's just, it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], I can do that for you. Like, this was, this particular policy is under [PII].
[AGENT][NEUTRAL] Is that correct or do you like [PII]?
[CUSTOMER][NEUTRAL] It's on a jack.
[CUSTOMER][NEUTRAL] Well, I'm surprised that it's under the jacket cause I usually use.
[CUSTOMER][NEUTRAL] [PII] for my business and stuff.
[CUSTOMER][NEUTRAL] But that's OK.
[AGENT][NEUTRAL] Would you like, it's OK leaving it like that? OK. All right.
[CUSTOMER][NEUTRAL] Yeah, you can leave it like that.
[AGENT][NEUTRAL] All right. Well, we have got you. We will get that for you, Ms. [PII], Ms. [PII], and um I'm not sure what you go by, but Ms. [PII], we will get that information out to you and that could take about 5 to 5 to 10 business days, roughly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's fine thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else we can help you with?
[CUSTOMER][NEUTRAL] That's it today.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and you have a wonderful day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.