AccountId: 011433970860
ContactId: 7e6785c3-6364-4754-9fcd-ee8cdcee72b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149699 ms
Total Talk Time (AGENT): 40175 ms
Total Talk Time (CUSTOMER): 78318 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/7e6785c3-6364-4754-9fcd-ee8cdcee72b5_20250520T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. Uh, my name is [PII]. I excuse me, I am getting ready to walk into a dental appointment. I guess my work had recently switched over insurance companies to
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then if it's in a card and I y'all are the dental provider that I have now, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm having some work done, but.
[CUSTOMER][NEUTRAL] They said it's too late for me to use the insurance right now because.
[CUSTOMER][NEUTRAL] I'm getting the work done. They need at least 24 hours in advance to verify, but that I can file a claim after the uh procedure just with y'all myself, so I needed to figure out what do I need to get in order to file a claim.
[AGENT][NEUTRAL] You'll need to uh sign up for the online service center.
[AGENT][NEUTRAL] Um, [PII], what is your policy number, sir?
[CUSTOMER][NEUTRAL] Uh, hang on.
[CUSTOMER][NEUTRAL] Uh, my policy number is
[CUSTOMER][NEUTRAL] 02622448
[AGENT][NEUTRAL] OK, and then may I also get your callback number in case the call's dropped?
[CUSTOMER][NEUTRAL] [PII] but yeah like I said, I may have to go because I'm literally waiting for them to call me into the back.
[AGENT][NEUTRAL] Yes sir, I understand. Let me look it up.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] I don't know what address y'all have on the policy, so, uh, my email is [PII].
[CUSTOMER][NEUTRAL] [PII]. Well, my phone number, is that what you said?
[AGENT][NEUTRAL] Yeah, the phone number that you gave me to call you back on is that your cell?
[CUSTOMER][NEUTRAL] Yes, that's my number.
[AGENT][NEUTRAL] OK. And I will need for you to verify your physical home address.
[CUSTOMER][NEUTRAL] I don't know what address y'all have on file for me, ma'am.
[CUSTOMER][NEUTRAL] Uh, I think I need to go anyway, hang on a second.
[CUSTOMER][NEUTRAL] Yeah, I gotta go. This sounds like, yeah, sorry.
[CUSTOMER][NEUTRAL] OK