AccountId: 011433970860
ContactId: b9cfe7ec-ddae-417e-a070-693d9a6390f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357119 ms
Total Talk Time (AGENT): 162992 ms
Total Talk Time (CUSTOMER): 104063 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/b9cfe7ec-ddae-417e-a070-693d9a6390f5_20250418T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] Oh, I'm trying to verify my insurance.
[AGENT][POSITIVE] OK, I can help you.
[CUSTOMER][NEUTRAL] To see if I have.
[AGENT][NEUTRAL] Yes, I can check to see if your policy is active. Uh, can I please get your name and your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] It's my husband, he's sitting right here.
[AGENT][NEUTRAL] Oh OK thank you and then what is uh your callback number in case the call is dropped? Hi Mr. [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And then can you please give me the policy number?
[CUSTOMER][NEUTRAL] Oh, I don't think we know that information. And why we gotta call you when we have the cord.
[AGENT][NEUTRAL] OK, I can um look it up.
[CUSTOMER][NEUTRAL] Oh, do you have a car?
[AGENT][NEUTRAL] I can look it up with the social.
[CUSTOMER][NEUTRAL] Oh sure. Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], I'll look that up real quick.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and your email address, please, and cell phone number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What what you ask, what did you ask for?
[AGENT][NEUTRAL] Your cell phone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you very much. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK, so I do show that this is a dental policy. Um, let's see.
[AGENT][NEUTRAL] You have a dental policy and a short-term disability policy and they are both active.
[CUSTOMER][NEUTRAL] OK, so he needs to know, uh, a dentist in his area.
[AGENT][NEUTRAL] OK, I'm gonna give you a website to go to.
[AGENT][NEUTRAL] Uh, you just let me know when you're ready to write it down.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, you're gonna go to [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And then once you get to that
[CUSTOMER][POSITIVE] I am perfect though. Uh-huh.
[AGENT][NEUTRAL] Yes, that's correct. Once you get to that website in the top right hand corner is a little magnifying glass for you to search.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In that area you're gonna type in provider.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Then you're gonna push enter and then the next thing you click on is provider resources.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then once you click on provider resources you're just gonna go in there where it says search for a provider and put in your zip code and they'll pull up the providers in your area.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do you have like the policy number on that insurance?
[AGENT][POSITIVE] Yes ma'am, let me give that to you guys real quick.
[AGENT][NEUTRAL] It's 173.
[CUSTOMER][NEUTRAL] I have everything.
[CUSTOMER][NEUTRAL] 173
[AGENT][NEUTRAL] 5036.
[CUSTOMER][NEUTRAL] 5036.
[CUSTOMER][NEUTRAL] OK, that's the policy.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, cause I can also call a local dentist and I give them the policy.
[AGENT][NEUTRAL] Right, but I would search the website that way you know for sure.
[AGENT][NEUTRAL] Who, who takes that insurance?
[CUSTOMER][NEUTRAL] OK, can I ask you something? Is there a child on that one?
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] What's the?
[CUSTOMER][NEUTRAL] Is there a child on that insurance? I think it is. That's all there.
[AGENT][NEUTRAL] OK. Um, Mr. [PII], I just need your verbal consent that it's OK to discuss the policy. And what is your name, ma'am?
[CUSTOMER][NEUTRAL] To hear you.
[AGENT][NEUTRAL] I just need your consent that it's OK to discuss the policy with [PII].
[CUSTOMER][POSITIVE] Yes, it's OK.
[AGENT][NEUTRAL] OK, thank you, sir. OK, so the members on this policy are, of course, Mr. [PII], [PII], and [PII].
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you both with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well, I go, I hope you guys have a blessed [PII] and thank you so much for calling APL.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] You're welcome. Bye-bye.