AccountId: 011433970860
ContactId: a96f1a3c-1c4e-4ee6-8743-740c4618eaf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112769 ms
Total Talk Time (AGENT): 37265 ms
Total Talk Time (CUSTOMER): 61284 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/a96f1a3c-1c4e-4ee6-8743-740c4618eaf7_20250317T22:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yes, this is [PII]. Um, I received a letter in the mail with some insurance cards, so I was calling to see what was um.
[CUSTOMER][NEUTRAL] What, what policy I have with you guys, I guess.
[AGENT][POSITIVE] All right, I'm happy to take a look at your policy. Do you have that policy number? I can pull it up?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's 02491674.
[AGENT][NEUTRAL] Thank you. And if I could get your first, last name, date of birth?
[CUSTOMER][NEUTRAL] First
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then your address and email, please.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] [PII]. Email is [PII].
[AGENT][NEUTRAL] All right, thank you. So it looks like this was a dental plan.
[CUSTOMER][NEUTRAL] It looks like this is a dental plan. Mhm.
[AGENT][NEUTRAL] Through an employer, Wagner Services Solutions.
[CUSTOMER][NEUTRAL] For an employer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what it expired or is it still active?
[AGENT][NEUTRAL] It's not showing active at this time. Are you still employed with them?
[CUSTOMER][NEGATIVE] Not showing
[CUSTOMER][NEUTRAL] This time, are you still employed?
[CUSTOMER][NEUTRAL] No, it's a um it's like a staffing agency, so it's a different job.
[AGENT][NEUTRAL] Yeah, it looks like it was only active for a few weeks. It looks like it terminated back in [PII].
[CUSTOMER][NEUTRAL] Yeah, it looks like it was only active for.
[CUSTOMER][NEUTRAL] Looks like it's terminated back in.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Alright, well that's what I was giving you a call for.
[AGENT][POSITIVE] OK, thanks for calling APL you have a great day.
[CUSTOMER][NEUTRAL] No.