AccountId: 011433970860
ContactId: 8a2ce3ae-9d3c-49bd-995d-d1d9e778d135
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293649 ms
Total Talk Time (AGENT): 132829 ms
Total Talk Time (CUSTOMER): 107315 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/8a2ce3ae-9d3c-49bd-995d-d1d9e778d135_20250214T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII]. I got a policy with APL, and I need to know if you got dental and my health and, and my package on me right now.
[CUSTOMER][NEUTRAL] Cover.
[AGENT][NEUTRAL] You were needing to check your coverage. I'm sorry, it's a little bit difficult to hear you.
[CUSTOMER][NEUTRAL] If I got, yes, I got dental in my, in my coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] You need the policy number?
[AGENT][NEUTRAL] Uh, sure, yes, please.
[CUSTOMER][NEUTRAL] I got the 1 01603071.
[AGENT][NEUTRAL] OK, and then what was it we could help you with today?
[CUSTOMER][NEUTRAL] I need to know if you got dental.
[AGENT][NEUTRAL] You need to see if you have dental.
[CUSTOMER][NEUTRAL] Yes, cause I thought I got it, if you, if you got feeling.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I have any feelings.
[AGENT][NEUTRAL] If it covers fillings, OK, I understand. Alright, um, give me really quick, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you and I'm just gonna verify some information really quick can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Last thing I need is the email address we've got on file for you uh looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Give me just a moment and you said you wanted to see if fillings were covered, is that right?
[CUSTOMER][NEUTRAL] Yes, because this is insane.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] Let me get this pulled up here.
[AGENT][NEUTRAL] OK, sorry about that wait, [PII]. So yes, there, and of course there are a lot of different kinds. So the way, what I think would be easier if you could have your dental provider give us a call so we can see exactly what kind that you would need and we'd know exactly which one and how much coverage that would provide.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, she want, I can give you the phone number because she wanted for the call because they try to charge me some money.
[CUSTOMER][NEUTRAL] I want you ready for the call?
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Um, they can, they would have to give us a call, [PII].
[CUSTOMER][NEUTRAL] And call it.
[AGENT][POSITIVE] But they can call on the same number that you did. We do talk to providers all the time and we would be able to send them your your covered benefit information as well.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yeah, I'm gonna call her because she was kind of house to the lady. OK, thank you.
[AGENT][NEUTRAL] OK, yeah, was there
[CUSTOMER][NEUTRAL] So she can I call them? I have to call you guys?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, I think it made more sense. Thank you.
[AGENT][NEUTRAL] OK, yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No. I also question. So, uh, a COVID feeling or no?
[AGENT][NEUTRAL] OK. Sure.
[AGENT][NEUTRAL] Yes, but as I said, there are a lot of different kinds, um, if you would like, [PII], I can send you a copy of your policy, um, so you've got it for your records or if that'd be easier uh for you to show it to them. I'm not sure what would be easier for you.
[CUSTOMER][NEUTRAL] So if I call the insurance people what what number they need they need the policy number? What do they need?
[AGENT][NEUTRAL] Um, yes, so you do have an updated policy number as the one that you had given me, um, was terminated a while ago. Your active policy number, uh, let me know when you're ready for that.
[CUSTOMER][NEUTRAL] Yeah, because remember I got sick and back and forth. Yeah, it was a lot of stuff going on with me.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, let me know when you're ready for that policy number.
[CUSTOMER][NEUTRAL] What they have one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK it is 0214.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 14
[AGENT][NEUTRAL] 14
[CUSTOMER][NEUTRAL] It it's 1414.
[AGENT][NEUTRAL] 46
[AGENT][NEUTRAL] 1414 yes.
[CUSTOMER][NEUTRAL] 46
[AGENT][NEUTRAL] 46 correct.
[CUSTOMER][NEUTRAL] OK, I'm gonna repeat it. 02141446.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's correct, yes sir.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course, did you want me to go ahead and send you a copy of your policy, [PII]?
[CUSTOMER][NEUTRAL] To be honest, send it to my email. I don't know because I gotta, I need to, I gotta clean, I need to clean.
[AGENT][NEUTRAL] Sure, yeah, I could send it to your email.
[CUSTOMER][NEGATIVE] I can claim for disability for last year because I got a major surgery and it's supposed to send me that check and never got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Appreciate that. Thank you, ma'am.
[AGENT][POSITIVE] Of course, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] I'm gonna call the people right now.
[CUSTOMER][POSITIVE] Thank you.