AccountId: 011433970860
ContactId: 5b23e0ae-6af8-468b-996b-2f71e8d397cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278149 ms
Total Talk Time (AGENT): 119924 ms
Total Talk Time (CUSTOMER): 76482 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/5b23e0ae-6af8-468b-996b-2f71e8d397cd_20250317T14:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how are you doing?
[AGENT][POSITIVE] I'm doing well. How are you doing today, sir?
[CUSTOMER][NEUTRAL] I'm good. I have a question. Um, I received a check last, um, on Friday in the mail, and it told me that it was because I had a dependent drop.
[CUSTOMER][NEUTRAL] And I wanna understand what, what, what, what does that mean?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you um with your payment and why you received it. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] Um, my name is [PII]. I don't have my policy number.
[AGENT][NEUTRAL] OK, can I get your social security number and that'll pull your policy in for me?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK sir, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also for security reasons can you give me your address, a phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It's um [PII] phone number [PII] and email address should be [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying your policy for me. I appreciate it. OK, so looking at this policy, the one that I've got pulled up is your dental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's let me look and see what it has on there for you.
[AGENT][NEUTRAL] Where's the notes?
[AGENT][NEUTRAL] OK, so what that means is your premium was overpaid.
[AGENT][NEUTRAL] Because one of your dependent was over age and your dependent was dropped.
[AGENT][NEUTRAL] And so they reimbursed the premium back to you that was overpaid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's, uh, can you tell me which the payment dropped?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look real quick.
[AGENT][NEUTRAL] It was, it was actually not the dependent. It was actually the child orthodontic writer.
[AGENT][NEUTRAL] On it
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] For children under the age of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that orthodontic writer exhausted because they reached over the age, um, it looks like [PII] turned [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so they went ahead and reimbursed you for the orthodontic rider that was overpaid.
[CUSTOMER][NEUTRAL] OK, OK, got you. OK, that makes sense.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, that will be it. Thank you so much. I'm just making sure that the check was cleared to go to uh to.
[AGENT][POSITIVE] OK, well, you have, you're welcome you have a wonderful.
[CUSTOMER][NEUTRAL] OK, will do. You do the same.
[AGENT][NEUTRAL] Yes, go ahead and take it to the bank.
[AGENT][POSITIVE] OK thank you have a good week.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APF.
[AGENT][NEUTRAL] Mm bye bye sir.
[CUSTOMER][NEUTRAL] OK