AccountId: 011433970860
ContactId: 5bbf488a-bd65-48d8-9f0c-ae958912b3bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235460 ms
Total Talk Time (AGENT): 83973 ms
Total Talk Time (CUSTOMER): 108028 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/5bbf488a-bd65-48d8-9f0c-ae958912b3bb_20250515T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I just recently went to the dentist. Uh, it was last, it was Monday, and, uh, they're having issues with my, uh, insurance, my dental insurance. It says that it's not active.
[AGENT][NEUTRAL] Oh, we could take a look and verify that that policy is active. Um, what was your name, please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK, um, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. uh do you have your policy number?
[CUSTOMER][NEUTRAL] I do. I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on just one second, let me get a Miller Lite can.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Blackberry.
[CUSTOMER][NEUTRAL] Blackberry, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We are not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, are you there?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me find my card now. All right, what do you need from it? What do you need?
[AGENT][NEUTRAL] Uh, the policy number?
[CUSTOMER][NEUTRAL] Um, it is 02451896.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and just gonna verify some information really quick uh [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Thank you for verifying that. OK, so, um, your policy is active, um, it's been active. The effective date was uh [PII], um, so I'm not sure uh let me see if I've got any record of them trying to call us.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's Aspen Dental out of [PII]. Yeah, they said that they tried to.
[AGENT][NEUTRAL] Oh, now hang on OK I'm so sorry so I see the confusion um so this is you're under with [PII] now [PII] is currently active you're you will be active under this policy effective [PII] the [PII] of this year.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] priority
[CUSTOMER][NEUTRAL] Oh, so I'm not covered until July.
[AGENT][NEUTRAL] Yes, sorry, not at the moment, correct, that's what I'm showing as your effective date.
[CUSTOMER][NEUTRAL] So I already went to the dentist. I mean, will that be taken care of in July or?
[AGENT][NEUTRAL] No, ma'am, um, so that's the effective date, so anything prior to that would not be covered under this policy.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Oh my gosh. OK. All right. Well, thank you.
[AGENT][POSITIVE] Of course, yeah, sorry about the confusion. did you have any other questions for me?
[CUSTOMER][NEUTRAL] That's OK. No, that's it. That's it.
[AGENT][POSITIVE] All right, yes, thanks for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] All right you too bye.
[AGENT][POSITIVE] Thanks. Bye-bye.