AccountId: 011433970860
ContactId: 7c8b94c9-c847-4af7-bfe4-9c91d06048d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255559 ms
Total Talk Time (AGENT): 65941 ms
Total Talk Time (CUSTOMER): 104555 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/7c8b94c9-c847-4af7-bfe4-9c91d06048d7_20250218T17:11_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, I was calling. I need to find out what type of insurance. I know it's dental insurance, but is it PPO that my spouse have for my son because he needed to see the dentist and they asking me for like the um.
[CUSTOMER][NEUTRAL] Like if it's PPO DMO, so I need to find out which one exactly is it.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] um last name is [PII], but my son, do you, do you need his, his father's information?
[AGENT][NEUTRAL] Well, first, I'll need your cell phone information, so I'll call you back if we get disconnected.
[CUSTOMER][NEUTRAL] OK, number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And now I need your, the policy number, the policy that your son is under.
[CUSTOMER][NEUTRAL] Policy number is 02514853.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And unfortunately, since you're not on this policy, I can't give you um any information.
[CUSTOMER][NEUTRAL] If I put his um dad on the phone with us, can you, could you talk to him then? Give it to cause I got to make a, OK, let me call his dad. Hold on one second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Yeah. OK, she on the phone.
[AGENT][NEUTRAL] Yes, sir. This is [PII] with American Public Life Insurance Company. I just need for you to verify your name and date of birth.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, Paris lost [PII].
[AGENT][NEUTRAL] OK, thank you and please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And I'm not quite sure which [PII].
[AGENT][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] And yes, ma'am, um, and do you give your wife permission to speak for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, sir. So, yes, ma'am, um, I'm showing that this is a PTO policy.
[CUSTOMER][NEUTRAL] So it's a PPO OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So, and he do have it for um [PII] [PII] and [PII] [PII], correct?
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Yes, that's what I'm showing. [PII] and [PII] as dependents.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, now do they have a co-pay that when they see the dentist?
[AGENT][NEUTRAL] It's a network. No, I'm not showing one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I'm, I'm going to.
[CUSTOMER][NEUTRAL] It's um a dentist that I got because, you know, by him being nothing but 3, and she's [PII]. It's a children's dentist office that I gotta make an appointment and they was asking me was a PPO and I didn't know whether it was PPO or DMO.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. Yes, I'm showing that this is a PPO plan.
[CUSTOMER][NEUTRAL] OK, alright, that's what I need to know so I can go ahead and schedule an appointment.
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you guys with, I thank you for calling APL and y'all have a great day. Mm bye.
[CUSTOMER][POSITIVE] You you too bye bye.
[AGENT][POSITIVE] Mm, no problem. Thanks.