AccountId: 011433970860
ContactId: c2432bfb-8ab1-475c-9537-11130d7a777f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181169 ms
Total Talk Time (AGENT): 95490 ms
Total Talk Time (CUSTOMER): 69469 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/2025/05/13/c2432bfb-8ab1-475c-9537-11130d7a777f_20250513T13:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because I wanted to know if the insurance that I have is, uh, dental insurance.
[AGENT][NEUTRAL] Mhm. All right, we can verify your um policy type. And do you happen to have the policy number or no?
[CUSTOMER][NEUTRAL] Which one is that? Um, is it the group ID cause I.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, we can use it through like.
[CUSTOMER][NEUTRAL] Oh, the policy number, I see it. It's 026.
[CUSTOMER][NEUTRAL] 11 8:40.
[AGENT][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] And is this for um [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. And just for verification steps, can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] [PII] and then the address is [PII].
[AGENT][NEUTRAL] Alright, thank you very much. Um, I do see here that this policy is a um it's a gap policy. So whatever your um major medical doesn't cover, this one will cover.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, because, OK, I got, I don't know with um.
[CUSTOMER][NEUTRAL] When I got this insurance, cause I got my insurance from my job.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I asked them that I needed health, vision, and dental. I got the health and the vision, but my dental insurance never came in, and I don't know this one I have it, but I don't know what this is.
[AGENT][NEUTRAL] All right. So this one is
[CUSTOMER][NEUTRAL] So, I need to go to the dentist today.
[AGENT][NEUTRAL] OK, so this one won't cover dental, um, because this is more for like um health insurance, whatever, um your major medical doesn't cover, this one will cover up um that small part. That's why it's called gap insurance. Um, unfortunately, uh, I would be glad to help if we had the information about your dental policy, but we only handle this part. We don't have access to that information.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And this came from where? Because it does it come from the insurance that I have?
[AGENT][NEUTRAL] Um, it comes from your employer. It's a supplemental for your medical, uh, major medical. Um, I have here professional care, I or Care One Inc.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, that's what we have here. They are the um main policy holders.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I mean, it comes through them in, mhm.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] OK, perfect, thank you.
[AGENT][POSITIVE] You're welcome. You have a nice day.