AccountId: 011433970860
ContactId: 5b69ff4d-fe89-4268-ac18-f9f25e8f1579
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230919 ms
Total Talk Time (AGENT): 59631 ms
Total Talk Time (CUSTOMER): 79518 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/5b69ff4d-fe89-4268-ac18-f9f25e8f1579_20250207T21:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hello.
[CUSTOMER][NEUTRAL] Uh, I would like to know about.
[CUSTOMER][NEUTRAL] Um, some of the benefits of
[CUSTOMER][NEUTRAL] The insurance.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're trying to get benefits?
[CUSTOMER][NEUTRAL] I just want more information.
[CUSTOMER][NEUTRAL] About what you guys cover, I wanna know if you guys would be able to cover a specific type of X-ray.
[CUSTOMER][NEUTRAL] Um, it's called a DMX. It's called DMX X-ray.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, [PII] and uh number is [PII].
[AGENT][NEUTRAL] Thank you. And do you have uh the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] The policy number, yeah, hold on, um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, 1067582.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, um, for security, may I have your date of birth?
[CUSTOMER][NEUTRAL] Um, yeah, [PII].
[CUSTOMER][NEUTRAL] I'm, I'm not the, the holder of the insurance so I'm a dependent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um can you verify the mailing address for me?
[CUSTOMER][NEUTRAL] The mailing address? [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK. Uh, this policy is an individual policy. I don't see any coverage for you, Mr. [PII].
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] This policy is an individual policy. I don't see any coverage for you at this moment.
[CUSTOMER][NEUTRAL] What did you say?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It says I'm a dependent.
[AGENT][NEGATIVE] Yeah, I, I do understand you was depending in the past, but right now it's not showing any benefits for you.
[CUSTOMER][NEUTRAL] Oh, it's only for [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um, well I guess I mean on the website.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it says lapsed dependence um and then my name and then lapsed. I guess that means that like it's no longer.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly. Correct, yes.
[CUSTOMER][NEUTRAL] But it's weird, it says status, status active for everyone.
[CUSTOMER][NEUTRAL] And then that's right, so I can't use this insurance.
[AGENT][NEUTRAL] No. Mm mm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Alright, uh, well, thank you anyways.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, OK.
[AGENT][POSITIVE] OK, thank you for calling ATO have