AccountId: 011433970860
ContactId: 6fe80fd3-c570-4aaa-97ca-536abe3b31fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189429 ms
Total Talk Time (AGENT): 90771 ms
Total Talk Time (CUSTOMER): 44169 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/6fe80fd3-c570-4aaa-97ca-536abe3b31fc_20250205T18:44_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was seeing that my uh insurance was active.
[AGENT][NEUTRAL] OK, you're wanting to just verify if you have an active policy with APO, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and Miss [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number?
[CUSTOMER][NEUTRAL] Policy number is 0259.
[CUSTOMER][NEUTRAL] 2825.
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Miss [PII], to get your information pulled up and then I will need to verify several things with you first for security. So one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So the policy number that you gave me, Miss [PII] is a dental policy?
[AGENT][POSITIVE] And yes ma'am, it does show that it is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Effective [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so I was just making sure.
[AGENT][NEUTRAL] Yes ma'am, and Ms. [PII], have you set up your profile yet in the APL online service center so that you can have access to your information online?
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][POSITIVE] Yeah, I'm gonna do that now.
[AGENT][POSITIVE] Oh, OK. All right. Well, if you need any assistance in setting that up, you feel free to call us back and we'll be more than happy to help you.
[CUSTOMER][NEUTRAL] I have a question, cause I need to go to the dentist. Like, do I have an amount I could spend?
[AGENT][NEUTRAL] OK, when you say, OK, so you on this policy, any information that I provide for you on your benefits would be a verification.
[AGENT][NEUTRAL] Of benefits and not a guarantee of payment. Give me one moment to get your benefit.
[CUSTOMER][NEUTRAL] OK, I can, I uh.
[AGENT][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[AGENT][NEUTRAL] Oh, I thought you were about to say something else.
[CUSTOMER][NEUTRAL] Oh no, I was like I'm I'm listening to you.
[AGENT][NEUTRAL] OK, so just one moment.