AccountId: 011433970860
ContactId: 7dc2c870-ec03-40dd-9a30-438b1bf11c1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242580 ms
Total Talk Time (AGENT): 110869 ms
Total Talk Time (CUSTOMER): 39990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/7dc2c870-ec03-40dd-9a30-438b1bf11c1d_20250618T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I was calling to see what my coverage was.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Oh, you do my social.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your first and last name?
[CUSTOMER][POSITIVE] Good morning. Hello.
[AGENT][NEUTRAL] OK. And are you needing, you've got 3 different policies. There's group accident, hospital indemnity, and dental. Which one were you wanting to check on?
[CUSTOMER][NEUTRAL] Uh, the dental.
[AGENT][NEUTRAL] Dental? OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address?
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] In the city and state?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Um, lastly, I just need a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] code.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, do you want me to send you a copy of your card? Do you have your ID card for your dental?
[CUSTOMER][NEUTRAL] No, I don't have none of my cards. Could you send all of it to me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Uh, it looks like you were just effective [PII].
[AGENT][NEUTRAL] So I don't have the cards loaded yet. They should be loaded tomorrow.
[AGENT][NEUTRAL] Um, since we just got you in the system.
[AGENT][NEUTRAL] Um, let me see if there's anything else I can provide.
[AGENT][NEUTRAL] Yeah, I, without having your
[AGENT][NEUTRAL] Card I think there's a couple different options on the policies, so I don't know which one you have. Um, it should be loaded tomorrow. Um, do you wanna give us a call back and, and see if that's loaded and we can send you a copy of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I had a group, you said a group out for dinner, dinner, and what else?
[AGENT][NEUTRAL] Uh, it looks like you've got.
[AGENT][NEUTRAL] You have your dental policy and then a group accident policy and then hospital indemnity. So hospital indemnity it will be like um
[AGENT][NEUTRAL] Usually provides coverage for like 5 office visits, maybe some limited hospital services.
[CUSTOMER][NEUTRAL] It's the group academma code.
[AGENT][NEUTRAL] And the group accident coverage, that's gonna be if you have a specific accident like it, it has to be related to an accident like breaking a bone or, you know, something of that nature.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, but yes, it should hopefully be loaded tomorrow. So if you can give us a call back, then we'll be able to um send that your way through email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] OK.