AccountId: 011433970860
ContactId: a55a75b0-7474-4f4c-9a19-e18b9bb98459
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271959 ms
Total Talk Time (AGENT): 92476 ms
Total Talk Time (CUSTOMER): 80877 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/a55a75b0-7474-4f4c-9a19-e18b9bb98459_20250311T19:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] How you doing, sorry. I was trying to speak with someone because I have a dental plan that I'm trying to, uh, uh, cancel, and, um, I'm trying to speak to someone about getting, uh, getting it, getting it, uh, getting it canceled.
[AGENT][NEUTRAL] OK, I can help you with your dental plan and um canceling it. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And uh let me see if I have my policy number. I don't think I have.
[CUSTOMER][NEUTRAL] I, I don't have my policy number on hand.
[AGENT][NEUTRAL] Do you have your social security number? I can look it up with your social.
[CUSTOMER][NEUTRAL] Yes, I do it's uh
[CUSTOMER][NEUTRAL] Let me know when you're
[AGENT][POSITIVE] I'm ready, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] I actually don't see my uh.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy?
[CUSTOMER][NEUTRAL] Uh, address is [PII].
[CUSTOMER][NEUTRAL] [PII] uh email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We actually have the one [PII].
[CUSTOMER][NEUTRAL] Oh, the [PII], yeah, that one is, uh, no, no longer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And if we get disconnected, is that a good number to call you back on?
[AGENT][POSITIVE] OK. Thank you so much. Let me look at your policy here.
[AGENT][NEUTRAL] OK, I'm not showing that your dental policy is active anymore. It looks like
[AGENT][NEUTRAL] It lapsed on [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I said I have one through my employer, uh, dental insurance.
[CUSTOMER][NEUTRAL] This is the only employee
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I've tried to call that number. They, uh, they told me my, uh, my, uh, employer is the one.
[CUSTOMER][NEGATIVE] I have to contact the account.
[AGENT][NEUTRAL] Right. And it looks like your dental insurance is no longer active.
[AGENT][NEUTRAL] Um, looking at your policy, I've got it pulled up right here.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, no, um.
[CUSTOMER][NEUTRAL] Well, I think you guys are the only ones that that we go right through the third party insurance.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I think so. I'm not sure now. They may have somebody else that they use that I don't know about, but I'm only showing that you have a, a life insurance policy with us and a hospital indemnity policy with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] But your dental is no longer active.
[CUSTOMER][POSITIVE] Appreciate it thank you
[AGENT][NEUTRAL] You're welcome. Is there anything else, [PII], I can help you with before we go?
[AGENT][NEUTRAL] [PII], can you hear me?
[AGENT][NEUTRAL] Hello, [PII].