AccountId: 011433970860
ContactId: 8b0861ee-a813-45f0-b4f0-c11fcaa6c470
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187979 ms
Total Talk Time (AGENT): 47284 ms
Total Talk Time (CUSTOMER): 96208 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/8b0861ee-a813-45f0-b4f0-c11fcaa6c470_20250205T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], I have a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Most insurances.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't even know how to say that. I lost for words today. If you've had coverage in the last 12 months, most insurances will, um,
[CUSTOMER][NEUTRAL] Uh, not, oh, not put that 12 month waiting period on you.
[CUSTOMER][NEUTRAL] Does your insurance do that?
[CUSTOMER][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] Are you talking about for the medical? Cause all our policies have different.
[CUSTOMER][NEUTRAL] No, for dental
[CUSTOMER][NEUTRAL] Yeah, no, for the dental for the waiting period, you gotta wait 12 months to use anything on the policy.
[AGENT][NEUTRAL] OK, so for the dental, all our dental policies are different as well. I will have to pull your policy up to see what it says.
[CUSTOMER][NEUTRAL] OK, I probably here I have let me.
[CUSTOMER][NEUTRAL] I'm now the paperwork. I'm trying to find it there they are, um, our policy number is 02579763.
[AGENT][NEUTRAL] And may I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And could you please verify your date of birth and the mailing address, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And we do have an email address on file. Could you verify that for me to make sure it's correct?
[CUSTOMER][NEUTRAL] Uh, yeah, I believe it's under [PII].
[AGENT][NEUTRAL] No, we have a different one.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Yes, that's the correct one.
[AGENT][NEUTRAL] And is there a specific benefit that you were needing me to see if there was a waiting period?
[CUSTOMER][NEUTRAL] Well, I, I've got the paperwork. I know there's a waiting period. I'm wondering whether or not your company, like so many other insurance companies, they will waive that waiting period if you've had insurance with no gap in the last 12 months. So basically, they just roll it over and you get insurance because you've had insurance.
[AGENT][NEUTRAL] No, we don't waive it as long if there's a waiting period that is listed on here, that is what we have to go by.
[CUSTOMER][NEUTRAL] OK. I didn't think you would.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] And just one more thing I hate to say that I do not like your insurance for.
[CUSTOMER][POSITIVE] I appreciate your help. Have a good day.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life.