AccountId: 011433970860
ContactId: 96de2ed4-ad58-4f20-b5d7-cf2cdf026afd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481100 ms
Total Talk Time (AGENT): 175692 ms
Total Talk Time (CUSTOMER): 143638 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/96de2ed4-ad58-4f20-b5d7-cf2cdf026afd_20250602T14:44_UTC.wav
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[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi my name is [PII] and I um.
[CUSTOMER][NEUTRAL] I have this card. Is this a dental insurance?
[AGENT][NEUTRAL] Um, we do have dental. I do believe, yes, ma'am.
[CUSTOMER][NEUTRAL] My, my husband.
[AGENT][NEUTRAL] But this is APL um we do um.
[CUSTOMER][NEUTRAL] OK, cause I got to
[AGENT][NEUTRAL] Insurance for groups that uh it's like additional uh benefits that go along with your medical.
[CUSTOMER][NEUTRAL] OK, cause I get yeah because my husband, I'm calling for him, he's right here, but uh.
[CUSTOMER][NEUTRAL] Cause he, he has, he, he just added dental insurance. If I give you the policy number, can you tell me if this is for his dental?
[AGENT][NEUTRAL] Uh, yes, ma'am. I can, let's see here. Uh.
[AGENT][NEUTRAL] You have a policy number you said?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] All right, go ahead with that number.
[CUSTOMER][NEUTRAL] You ready for it?
[CUSTOMER][NEUTRAL] 02613783
[AGENT][NEUTRAL] Alright and husband's name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I speak with Mr. [PII] real quick? I would just have to verify some information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, hold on. Let me forgive me.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] I'm making that bad look right here.
[AGENT][NEUTRAL] Well, while we're waiting for him, is it be OK if I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my, OK, here it is, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I apologize, what was the last 4?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][POSITIVE] Awesome. OK. Can I get to speak with him for a moment.
[CUSTOMER][NEUTRAL] OK, here, here he is. I'm here. Good morning.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi Mr. [PII], this is [PII]. I just need to verify some information and that it would be OK if I speak with your wife about your policy.
[CUSTOMER][NEUTRAL] Oh, of course, yes.
[AGENT][NEUTRAL] All right, what is your mailing address?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You, I'm so sorry. I'm working on a car. I'm sorry, [PII].
[AGENT][POSITIVE] It's all right.
[CUSTOMER][NEUTRAL] [PII] dusty thrush.
[CUSTOMER][NEUTRAL] I'm sorry, I'm just, I'm out here and it's hot.
[AGENT][POSITIVE] Oh, I, I understand that. I'm in [PII]. I, I, I can totally sympathize.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] And your city, state and zip code?
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the last thing I'll need is, uh, let's see, the last 4 of your social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome. And is it OK if I speak with Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I'll let you get back to it then, Mr. [PII]. Thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, I'm here.
[AGENT][NEUTRAL] Hi, Mr. [PII]. I apologize for that. I just needed to verify before I could speak with you. Uh, let's see.
[CUSTOMER][POSITIVE] That's OK, no problem, no problem at all.
[AGENT][NEUTRAL] It looks like this is actually a hospital indemnity pro uh policy.
[CUSTOMER][NEUTRAL] OK, OK, so it's not as dental. OK, alright, so I need to call his job then to speak. OK, that's what I was because I, because we, I got this and now I.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] It came in the mail a long time ago and I'm just now looking at it and it's like, is this part, is this your dental? OK, so this is not his dental. OK, I need to call his job then and see cause he needs to go to the dentist, so.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEGATIVE] So this is what I, this is not what I need for drinking. So what is, what is this for? Did she go to the hospital?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It, it's hospital indemnity, yes, ma'am. And then it looks like we have one other policy for him.
[AGENT][NEUTRAL] I need to let's see.
[AGENT][NEUTRAL] It's um, I apologize, I'm still learning these acronyms and I'm trying to remember what this stands for here.
[CUSTOMER][NEUTRAL] Oh it's OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] I am drawing a complete blank. Is that terrible or what? Um.
[AGENT][NEUTRAL] It says,
[AGENT][NEUTRAL] When it went away on me.
[AGENT][NEUTRAL] GTL 16.
[AGENT][NEUTRAL] I apologize you got the group billing department so I'm uh trying to figure this out uh let's see.
[CUSTOMER][NEUTRAL] OK. That's OK. I don't, I didn't, I didn't know who I was calling. I was just trying to get from information cause I, I keep.
[CUSTOMER][NEUTRAL] I ignore my mail for so long. I let me see what this is all about.
[AGENT][NEUTRAL] Oh no. Well, I can assure you this is not dental. I do know that, um, and then there is somewhere that I can look for this type of code. I just cannot remember what that is.
[AGENT][NEUTRAL] Quite enlarged.
[AGENT][NEUTRAL] Let me see one more place.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I sincerely apologize. Let's see.
[AGENT][NEUTRAL] It's an inquiry screen. I just don't know what that one is. Let's see here.
[AGENT][NEUTRAL] Let's see if that's it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see you guys, I'm, I apologize I'm still looking. I'm trying to make small talk. I see you guys are in [PII]. It already gotten pretty hot there.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Oh yeah, that's OK. I just, you, you've answered my question really because this is not the, I just wanna know if it was dental, so you really, you've answered my question.
[AGENT][NEUTRAL] OK. Well, I apologize. He does have two policies with us. It's just that one is, it's definitely not dental.
[CUSTOMER][NEUTRAL] I just need to call. I can call.
[CUSTOMER][NEUTRAL] OK, yeah, OK, so I need to, I'll just call this job and ask him because I'm like, I was just curious because he used to go to the dentist and I don't, I wanna make sure I need to take this insurance card or take something else.
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] I wasn't sure he
[CUSTOMER][NEUTRAL] He hasn't used it yet.
[AGENT][POSITIVE] All right. Well, if there's anything else I can help you with, I'll be more than happy and I apologize. I wasn't able to give you that type of policy for that second one.
[CUSTOMER][POSITIVE] That's OK. Well, I can get, OK, well, thank you so much for answering me, but I'll talk to you. I'll, I'll call the job to see.
[AGENT][NEUTRAL] Yes ma'am, it's just.
[AGENT][POSITIVE] I hope you're able to figure that out and I hope you have a great week. Thanks for calling APL.
[CUSTOMER][POSITIVE] All right, thank you. All [PII].
[CUSTOMER][POSITIVE] You too. Thank you. You're welcome. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.