AccountId: 011433970860
ContactId: 90c1e049-d97d-4ab7-a26d-43027f66b8ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291149 ms
Total Talk Time (AGENT): 139885 ms
Total Talk Time (CUSTOMER): 135582 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/90c1e049-d97d-4ab7-a26d-43027f66b8ad_20250206T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I just had a question about my new policy. Um, I, I just want to confirm, um, so I, I had a, a cleaning done back in I guess it was January, and, um, I had called APL yesterday to get my updated insurance info or to make sure I had would have cards on the way, um, and they did send me a digital file of the card.
[CUSTOMER][NEUTRAL] Which I, I called my, my dentist and gave them that info and they don't seem to think that that info is current. So they told me to call you all back and make sure that what I have that I'm looking at is actual recurrent for [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, all right. Uh, can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and the number [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your um policy number so I can look it up?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK, on the digital card they sent yesterday, the number is 02310977.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, Ms. [PII]. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then also for security reasons, can you please verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]. I had just, I had moved from [PII], so hopefully it says [PII]. OK, good. Then I can, I don't have to say that anymore. [PII].
[AGENT][NEUTRAL] It does.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And then you you said the email?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Alrighty, um, and yes, so, uh, it's, I think it's [PII] or [PII].
[AGENT][NEUTRAL] I've got that [PII]. Um, and then the phone number that you gave me, if we get disconnected, is that your cell phone number?
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Thank you very much, Ms. [PII].
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] So, I am looking at your policy and
[AGENT][NEUTRAL] Your policy effective date is [PII].
[AGENT][NEUTRAL] And your policy is current.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And and active. So, yeah, so your effective date is [PII].
[CUSTOMER][NEUTRAL] Wow. OK.
[AGENT][NEUTRAL] So, if you had it done about 6 months ago, that's under the umbrella of the date, the effective date. So it should be fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it was January this year, so I don't know what things rolling over if they're confused with the [PII] or what it is, um, but OK, I'll let him know, um.
[AGENT][NEUTRAL] Right. Um,
[AGENT][POSITIVE] Yeah, it is active and it is effective on on that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect. All right, that's um yeah I'll just give him a call back. OK, amazing good news. OK, thank you so much. I'll I'll just give him a call back and we should be good.
[AGENT][POSITIVE] Yeah, everything looks good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, you're very welcome.
[AGENT][NEUTRAL] And look, if they need to call us to verify your coverage, um, give them the phone number that you called, we can call and verify your coverage and we can even send them a fax back that has your benefit breakdown for them so they can have everything that they need to be able to file your claim, OK?
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK amazing thank you and if I wanted to look and see all that like specific info um maybe it probably says right on here um is that online somewhere?
[AGENT][NEUTRAL] Right, it's in the online service center.
[AGENT][NEUTRAL] Um, let me give you that um address to go to if you're not already signed up for it. It is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh sorry, so it's the word [PII].
[CUSTOMER][NEUTRAL] Sorry, can we start over? So it's the word sec [PII]? OK.
[AGENT][POSITIVE] Yes, [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, secured. [PII].
[CUSTOMER][NEUTRAL] OK, I, I will take a look.
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][NEUTRAL] Yes ma'am, and it'll have a copy of your policy in there for you.
[CUSTOMER][POSITIVE] Perfect. OK, appreciate it.
[AGENT][POSITIVE] OK, it's no problem at all, Mr. [PII]. I hope you have a great day and thanks so much for calling APL.
[CUSTOMER][POSITIVE] All right you too I appreciate it.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye bye.