AccountId: 011433970860
ContactId: 59990aaf-6c27-47c0-9a22-f1ee5fb6bcf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288470 ms
Total Talk Time (AGENT): 147440 ms
Total Talk Time (CUSTOMER): 141791 ms
Interruptions: 7
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/59990aaf-6c27-47c0-9a22-f1ee5fb6bcf0_20250522T14:10_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Uh,
[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] It's, this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] that I did 0.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, uh, I had got something in the mail saying that like I have life insurance or something.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yes, and I'm trying to figure out, yeah, how did I get this?
[AGENT][NEUTRAL] OK. Are you just wondering
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can help you with your um policies. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] And and he wants to show.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. OK, on the letter that you got, do, do.
[CUSTOMER][NEUTRAL] And then at this day she said, no, actually the show has
[AGENT][NEUTRAL] You see a policy number or a certificate number?
[CUSTOMER][NEGATIVE] Yeah, it, it, it sent me two like some cards I got peeled off.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is the policy number?
[CUSTOMER][NEGATIVE] You really feel like I didn't
[CUSTOMER][NEUTRAL] Uh, it says payer ID.
[CUSTOMER][NEUTRAL] Oh, the policy number? Oh, it's 02625485.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEGATIVE] You seem to be firing.
[AGENT][POSITIVE] Real quick and I'll get you some answers, OK?
[CUSTOMER][NEUTRAL] Alright alright.
[AGENT][NEUTRAL] OK [PII] for security reasons I'll need to verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Oh, I don't know. It doesn't say.
[CUSTOMER][NEUTRAL] It just I got this in the mail.
[AGENT][NEUTRAL] It'll just be your home address, yes, sir, your home address and your email address.
[CUSTOMER][NEUTRAL] Yes, [PII]. Am I pulling is anything pulling up?
[AGENT][NEUTRAL] Yes, sir. I just need to verify that the information that we have is accurate so we can make sure nobody's calling besides you on your own policy.
[CUSTOMER][NEUTRAL] I have more.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm just wanna know how did this come about because I didn't, I didn't file this.
[AGENT][NEUTRAL] Right, I understand, sir, and I've got answers for you, but we'll need to finish verifying the policy. Can you give me your email address? It's, it's at iCloud.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't have an email address.
[AGENT][NEUTRAL] OK, hello I can hear you. I'm looking at it and it says that you have an iCloud email address.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] Who the hell put this damn life insurance policy on me? What does it say? C.D. Henderson74?
[AGENT][POSITIVE] Yes, that's it. Thank you, sir. I appreciate it. OK.
[CUSTOMER][NEUTRAL] Yeah, alright, now, now please tell me who put this in.
[AGENT][NEUTRAL] Yes, sir. You have this insurance through your employer, Lark LLC doing business as track staffing.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It's making
[AGENT][NEUTRAL] Since now, yes sir.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And let me tell you, this is actually this is not a life insurance policy, the policy number that you gave me is your dental insurance.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[CUSTOMER][POSITIVE] I can use it.
[AGENT][NEUTRAL] So you have dental, yes, you have den.
[AGENT][NEUTRAL] insurance, it it became effective [PII], I'm sorry, [PII]. So you're all set up and you're ready to use it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Alright, well, I'm probably gonna use this today or tomorrow. I appreciate that.
[AGENT][POSITIVE] You're very welcome and sorry for the confusion.
[CUSTOMER][NEUTRAL] So when I go to the dentist.
[CUSTOMER][NEUTRAL] Yeah, so when I go to the dentists all I gotta do is just give him this.
[AGENT][NEUTRAL] Yes, give them that card and if they need to call and verify your benefits there's a number on there.
[AGENT][POSITIVE] That they can call and we'll go over the benefits with them and send them something, let them know what your benefits are.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Alright, I appreciate that. Sorry for the misconception.
[AGENT][POSITIVE] Well, it's no problem. It's no problem at all, [PII]. You have a wonderful day too. Is that everything I can help you with and all the questions you may have?
[CUSTOMER][POSITIVE] All right have a good day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK well you have a wonderful Memorial Day weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye bye.