AccountId: 011433970860
ContactId: 84b8a287-88c5-45cb-a394-12be63af9483
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185190 ms
Total Talk Time (AGENT): 77225 ms
Total Talk Time (CUSTOMER): 89004 ms
Interruptions: 2
Overall Sentiment: AGENT=2.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/84b8a287-88c5-45cb-a394-12be63af9483_20250103T16:48_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I, I have a question for this uh program. I have a uh
[CUSTOMER][NEUTRAL] Do you want my policy number or?
[AGENT][NEUTRAL] Yeah, I'll take that policy number.
[AGENT][NEUTRAL] And, and what sort of question do you have as well?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, uh, I think I have a group uh benefit on this, and my daughter sent this to a, a dentist and they're denying for having coverage.
[CUSTOMER][NEUTRAL] So I want to make sure is this COVID still existing or it's not?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, we'll look at that for sure. What is, what's that policy number for you, my friend?
[CUSTOMER][NEUTRAL] OK, the number is
[CUSTOMER][NEUTRAL] 011
[CUSTOMER][NEUTRAL] 78747
[AGENT][NEUTRAL] 01178747 did I get that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Perfect. And can you verify for me your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Question number 1 030668.
[AGENT][POSITIVE] Wonderful, and I'm just gonna have you verify a few other pieces of information if you don't mind verifying the mailing address and the email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And then just that email on file.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] It looks like the one I have is [PII].
[CUSTOMER][NEUTRAL] Uh, oh, as soon as, uh, if you, if you are so I can.
[AGENT][POSITIVE] Perfect. Thank you so much.
[CUSTOMER][NEUTRAL] [PII] now.
[AGENT][NEUTRAL] All right, so I'm looking here and I do see that your daughters did both previously have coverage with us, um, but we cannot carry dependents after the age of [PII], so they've both aged out of coverage.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm. Yeah, I understand this policy for a long time. I didn't even recognize that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it looks like they were covered originally, but it, um.
[CUSTOMER][NEUTRAL] They were out. They were out after [PII].
[AGENT][NEUTRAL] Yeah, they, they've aged out at this point.
[CUSTOMER][NEUTRAL] Oh, and what about my, uh, my wife, [PII]?
[AGENT][POSITIVE] Your, your wife is on here and she is covered with us, yes.
[CUSTOMER][NEUTRAL] With the APL, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And it's still valid.
[AGENT][POSITIVE] Yes, correct, current and active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Thank you. That's what I want to know because uh I have an appointment since my daughter said that I thought mine is not also working, so I don't know.
[AGENT][POSITIVE] Oh yeah, so you and your wife should both be great whenever you go to the dentist.
[CUSTOMER][POSITIVE] OK. Thank you very much.
[AGENT][POSITIVE] Hey, my pleasure. Thank you so much for calling us at APL. I hope you have a wonderful day and a happy new year.
[CUSTOMER][POSITIVE] Hey, same to you. Happy New Year. Enjoy your weekend, OK? All right. Yeah, thank you.
[AGENT][POSITIVE] Thank you. Take care. I will, you too. Take care, my friend.
[AGENT][NEUTRAL] Bye bye.