AccountId: 011433970860
ContactId: 9ceee51b-5837-4423-8295-6e762d7fe331
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229690 ms
Total Talk Time (AGENT): 70589 ms
Total Talk Time (CUSTOMER): 114166 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/9ceee51b-5837-4423-8295-6e762d7fe331_20250121T17:13_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling about uh a charge that we usually get every month for dental vision.
[CUSTOMER][NEGATIVE] And it's been years from the beginning that we were charged 8333, and then um all of a sudden we get charged.
[CUSTOMER][NEUTRAL] 7480.
[CUSTOMER][NEUTRAL] A difference of 853 and we were just wondering how come it was less. This is for [PII] and [PII]'s right here.
[CUSTOMER][NEUTRAL] Speaking, yes.
[AGENT][NEUTRAL] OK, if you can verify his full name, date of birth, um, and email address on his account and policy number.
[CUSTOMER][NEUTRAL] OK, your name? My name is [PII] My birth date is [PII].
[CUSTOMER][NEUTRAL] You need social?
[AGENT][NEUTRAL] Um, do you have your policy number? If not, I'll take the social.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] We have the policy number.
[CUSTOMER][NEUTRAL] We have the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where did I write it?
[CUSTOMER][NEUTRAL] I have it somewhere.
[CUSTOMER][NEUTRAL] We have all the paperwork here.
[CUSTOMER][NEUTRAL] What I do with it.
[CUSTOMER][NEUTRAL] I had it on a piece of paper. Do you have, do you have your card in your wallet?
[CUSTOMER][NEUTRAL] Uh, sorry.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] I was prepared. Uh, you can use my email. That's what I usually use. It's [PII].
[AGENT][NEUTRAL] OK, um, I, I don't have it. I, I can't see any information until I get his policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Uh, I think it's 007.
[CUSTOMER][NEUTRAL] 29682
[CUSTOMER][NEUTRAL] That it?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it OK.
[AGENT][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] I found it on the paperwork here.
[AGENT][NEUTRAL] And that is the email the address that we have, OK, um, and but you're wanting to know what happened to the premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean, since [PII], it's been 8333.
[CUSTOMER][NEUTRAL] And then all of a sudden it's less.
[CUSTOMER][NEUTRAL] Just want to make sure we're still covered for the dental and.
[AGENT][NEUTRAL] 70, uh, I'm showing you have the 72, I'm showing the dental is $72.80 for a couple.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But we don't have your vision coverage, so I wouldn't be able to say.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Why the vision is different, um, you would have to speak with the the the vision provider for that.
[CUSTOMER][NEUTRAL] Oh, we don't even know who that is.
[AGENT][POSITIVE] Oh, wow.
[CUSTOMER][NEUTRAL] I thought it was through the American public life.
[AGENT][NEUTRAL] No, we don't do vision.
[CUSTOMER][NEUTRAL] Oh, OK, I guess we'll have to call the uh.
[CUSTOMER][NEUTRAL] The corporate plan then I don't.
[AGENT][NEUTRAL] Yeah, UFCW.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's who I'm showing you have that, so you would call them to find out what's going on with the vision coverage or who has your vision coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, good, thank you.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] Well thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.