AccountId: 011433970860
ContactId: 689c4e8c-32fd-4210-8758-9e7c1745e5e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299459 ms
Total Talk Time (AGENT): 75055 ms
Total Talk Time (CUSTOMER): 139688 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/689c4e8c-32fd-4210-8758-9e7c1745e5e2_20250625T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling because my brother who, um, he has an insurance policy with APL. It's a dental policy and um I have power of attorney for him cause he's had a stroke, but he's never really used this insurance, uh, too much, but he's needing some dental work right now, but the only proof of insurance that I have.
[CUSTOMER][NEUTRAL] is on his bank statement where he's paying a premium and it does have a number there. I don't know if that's the number, but I was wanting to know, he doesn't know, he doesn't have a card or anything and I'm trying to find out how the dental office would uh.
[CUSTOMER][NEUTRAL] You know, do a claim on him.
[AGENT][NEUTRAL] OK, uh, do you have the policy number or I can, I can look it up by his last name?
[CUSTOMER][NEUTRAL] I mean, I
[CUSTOMER][NEUTRAL] There's a number here on this bank statement. It says American Public Insurance premium 250421 [PII], that's his name.
[CUSTOMER][NEUTRAL] I don't know if that number has to do with his premium. I mean, uh, his policy or not. I'm just trying to do some investigating to find out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] How do we, how do they, you know, do a claim on him?
[AGENT][NEUTRAL] OK, um, you said his last name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, is that do you?
[CUSTOMER][NEUTRAL] [PII] R.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII] Z.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] L.
[AGENT][NEUTRAL] OK. Uh, give me one moment.
[CUSTOMER][POSITIVE] Sure. Thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And do you have his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, yes, I found his policy. Um, so his dental office, any dentist he goes to, if they can call us at the number you just did, the [PII].
[AGENT][NEUTRAL] [PII]. You can verify his coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I don't, did you ever
[CUSTOMER][NEUTRAL] OK, tell me that number again, please. I'm sorry.
[AGENT][NEUTRAL] Yes, uh 800256.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, I'm sorry to interrupt you. What were you saying?
[AGENT][NEUTRAL] Um, so it, did you ever send in the power of attorney for him?
[CUSTOMER][NEUTRAL] Before.
[CUSTOMER][NEUTRAL] No, I haven't, because we never used needed the insurance really till now. I can though. I could um fax it to you or whatever needs to be done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] How, how do you want me to do that?
[AGENT][NEUTRAL] Yeah, that would probably be good, um, just so we have it on file, um.
[AGENT][NEUTRAL] Let me give you our fax number.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK. I'll, I'll do it from, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, and I feel uh preference.
[CUSTOMER][NEUTRAL] OK. No.
[AGENT][NEUTRAL] Uh, reference his name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so, so the dentist's office can uh call you.
[CUSTOMER][NEUTRAL] At that number and get information I need.
[AGENT][NEUTRAL] Yes, we'll be able to verify the coverage they have and how it pays out.
[CUSTOMER][NEUTRAL] OK, all right, and I'll get that faxed to you probably tomorrow. I'm not, I'm not here right now today, so.
[AGENT][NEUTRAL] OK, that'd be fine.
[CUSTOMER][POSITIVE] Um, I'm, I'm, so, OK, thank you so much, you've helped me a lot.
[AGENT][POSITIVE] OK, um, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.