AccountId: 011433970860
ContactId: bba2ec95-203c-4d68-bfe2-0558c12941de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205179 ms
Total Talk Time (AGENT): 94472 ms
Total Talk Time (CUSTOMER): 74517 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/bba2ec95-203c-4d68-bfe2-0558c12941de_20250417T16:46_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, yes, I was calling to um to check and see if my insurance happens.
[AGENT][NEUTRAL] OK, I can see if you've got an active policy with us.
[AGENT][NEUTRAL] Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then, uh, did you have your policy number?
[CUSTOMER][NEUTRAL] Um, I have, yes, yes, I got 3 of them though.
[AGENT][POSITIVE] Sure you could just give me one of them and I'll be able to pull them all.
[CUSTOMER][NEUTRAL] I'm gonna give you the
[CUSTOMER][NEUTRAL] OK, 259-695-2.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Alrighty. I was just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome. Thank you so much for verifying that. So, yes, uh, all three policies you have with us are currently active. You've got a dental, uh, critical illness and hospital indemnity.
[CUSTOMER][NEUTRAL] OK, um, what's my deductible if I go to the dentist for, uh, cleaning? Do I have a deductible for cleaning? Do you know the deductible?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, well, not for this, so you, this plan does have a $50 deductible, however, it does not apply to preventative, uh, services, so that would only apply if you needed like some work done.
[CUSTOMER][NEUTRAL] Oh, so I don't have to apply to like if I wanna clean.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh, so I had to pay for that myself.
[AGENT][NEUTRAL] No, no, no, the deductible does not apply to preventative, so you wouldn't have to meet that deductible is what I meant sorry, that was a little bit confusing.
[CUSTOMER][NEUTRAL] Oh, so I won't have to meet it though. I can just go, I could just go, I thought I could just go get it clean.
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][POSITIVE] Oh, OK, that's perfect then, perfect, perfect, perfect.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thanks. That's what I wanna, I wanna make sure it was active and how can I use it. So the, the cleaning is free. So the tea cleaning is free?
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Uh, all preventative, preventative expenses, uh, on this policy, yes, um, that's, you don't have, uh, to meet a deductible or anything. They're covered at one this plan operates, it's not a part of a network.
[CUSTOMER][NEUTRAL] What about my, uh,
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK, what about my spouse? What about my spouse that I got, um, because she's on my insurance as well.
[AGENT][POSITIVE] Yes, um, heaven, yes, absolutely.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so we can just go to the dentist to get it cleaned.
[AGENT][NEUTRAL] Absolutely, so the same thing would apply to her as well.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright thanks OK thank you.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too alright.
[AGENT][POSITIVE] Thank