AccountId: 011433970860
ContactId: 6d0c673c-37d1-4a37-813e-f282f7e2da22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158839 ms
Total Talk Time (AGENT): 66703 ms
Total Talk Time (CUSTOMER): 58497 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/6d0c673c-37d1-4a37-813e-f282f7e2da22_20250116T22:43_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I just wanted to verify with you uh what was the.
[CUSTOMER][NEUTRAL] Well, how, how can we get uh a waiting period removed for some dental work off of the policy?
[AGENT][NEUTRAL] Yeah, let me take a look at that policy for you. Do you mind if I get your name and the policy number please?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] or [PII] is probably gonna be under that policy, and then, but it's gonna be [PII] [PII], uh, and the policy number is 02465237.
[AGENT][NEUTRAL] Alright, while I'm looking up that policy, Miss [PII], do you mind if I also go ahead and snag a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. I appreciate that.
[AGENT][NEUTRAL] And all right, I do see you on here, Miss [PII]. Can you verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And if you could verify for me please the mailing address on file.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Perfect. And then would you be able to verify for me the email on file by any chance?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you, thank you. And it looks like your policies with the universal trucking benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Let me pull that up for you.
[AGENT][NEUTRAL] OK. So, as far as this policy goes, there's nothing we can do about the waiting period. It's 12 months for all of those major expenses and oral surgery.
[AGENT][NEUTRAL] It looks like you'll hit that in April of this year though.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] April.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] So there's no way that we can waive it or remove the waiting period?
[AGENT][NEUTRAL] No, I'm sorry.
[CUSTOMER][POSITIVE] Um, alright, OK, thank you.
[AGENT][POSITIVE] My pleasure. Thank you.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Bye bye.