AccountId: 011433970860
ContactId: 7243b3be-c0f9-49b5-a130-3cf856d95c1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155460 ms
Total Talk Time (AGENT): 67019 ms
Total Talk Time (CUSTOMER): 60079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/7243b3be-c0f9-49b5-a130-3cf856d95c1b_20250227T15:16_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] But look, I'm trying to find out my status on this insurance. What do I need to do to, uh, be able to get into access to access this?
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] I mean [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, uh, it's a uh 02597328.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] And may I ask who's calling?
[CUSTOMER][NEUTRAL] I am [PII].
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. And
[AGENT][NEUTRAL] You had a question about the policy?
[CUSTOMER][NEUTRAL] Right, uh, I'm trying to make sure it's active. I don't wanna be, uh, going to get dental work and, and not know if my insurance is active or not.
[AGENT][NEUTRAL] OK, I'm still showing it's active.
[CUSTOMER][NEUTRAL] OK, that's what I'm checking on. I, I just got the card in the mail.
[AGENT][NEUTRAL] Did you? Yeah, it was effective [PII], so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I'm good. Do I need to go in the access code and uh get a log in?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Are you trying to get on the online service center or?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEGATIVE] No, no, no, I don't, I don't even want food online really.
[AGENT][NEUTRAL] OK. No, you don't have to do anything. You can't, um.
[CUSTOMER][NEUTRAL] They go to the dentist.
[AGENT][NEUTRAL] Go to the dentist. Um, now, if you want to go to a provider, we do have a provider's list that goes through Carrington. I can give you Carrington's number and you can call and ask them if there's a provider in your area. But other than that, we do, we do, uh, pay to non-providers as well.
[CUSTOMER][NEUTRAL] That's what I need to know.
[CUSTOMER][NEUTRAL] Oh, OK, that's all I need to know.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] I'm good, thank you, ma'am.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you