AccountId: 011433970860
ContactId: c26bd31f-919d-48cf-853c-8d221ef75f27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417429 ms
Total Talk Time (AGENT): 161242 ms
Total Talk Time (CUSTOMER): 116976 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/c26bd31f-919d-48cf-853c-8d221ef75f27_20250124T14:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. Yes, um, my name is [PII], and I was calling to make sure that I had that I still continue to have dental insurance because, um, I had gotten a letter saying that the premium had not been paid and I get a payroll deduction so I wanted to call and just make sure that everything has, you know, it's up to par.
[AGENT][NEUTRAL] OK, sure. Yes, I can assist you with that information, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number by any chance?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][POSITIVE] OK. All right, let's do that.
[AGENT][NEUTRAL] Name search.
[AGENT][NEUTRAL] OK, and you said the last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Your first name [PII]
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh why.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And who's your employer?
[CUSTOMER][NEUTRAL] Pine Crest supports and Services.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Now I'm still searching.
[AGENT][NEUTRAL] And we do have um the last name as Price.
[CUSTOMER][POSITIVE] That's correct mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said the first name is [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Just try one more time.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for some reason it's not pulling up in our system. Um, do you mind using your social?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, I think I found it. It hasn't, uh, OK, so it looks like it's gonna be under a different last name. We still have an old last name.
[CUSTOMER][NEUTRAL] [PII] maybe?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, uh, yeah, I was able to pull that up with the social let me go ahead and pull the pass.
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] All right. And let's see, uh, for security, I need to verify the mailing address and email address on file.
[CUSTOMER][NEUTRAL] Should be [PII]. Um, the email should be [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. So it looks like your policy is still active. Um, let me see about the premium. Um, let me just check, make sure that everything is up to date.
[CUSTOMER][NEUTRAL] And could you give me something um like could it be possible for you to.
[CUSTOMER][NEUTRAL] Give me a reference number or something or policy number because I can't find my card.
[AGENT][NEUTRAL] OK, yes, I can provide you with your policy number. Mhm.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, so yeah, it looks like everything is up to date, um.
[AGENT][NEUTRAL] And like you said, um, this is gonna be through your employer and they're the ones that um make the draft and everything and they send it over to us. So it is with them, um, so I don't see anything right now that has changed and the policy is active. OK, so let me go ahead and give you the policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready now.
[AGENT][NEUTRAL] OK. Policy number is 00.
[CUSTOMER][NEUTRAL] 00
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] 60
[CUSTOMER][NEUTRAL] 30s or 2?
[AGENT][NEUTRAL] It's gonna be 200 in the beginning and then 60.
[CUSTOMER][NEUTRAL] 0 60 OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 71
[CUSTOMER][NEUTRAL] 71
[AGENT][NEUTRAL] 49.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's all the numbers for your policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I repeat it again?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 00607149
[AGENT][POSITIVE] Yes, that is correct. That's perfect. Mhm.
[CUSTOMER][POSITIVE] OK, alright then, well, that's what I need. Well, thank you so much. Is there any way that um I could get a paper or something emailed with my.
[AGENT][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] Just like proof of insurance or just to have for my records.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can go ahead and uh send you the card um do, do you want a card because yeah, you should, you should have the card. OK, so let me go ahead and order that card for you. Um, the address is correct, so we don't have to do anything. Let me just go ahead and get it ready. One moment.
[CUSTOMER][POSITIVE] That'll be perfect, yeah, yes, hang on.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I went ahead and requested that card for you. It should be there within 5 to 7 business days. Is there anything else I can help you with today, Miss. [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No ma'am, I am great that that's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you and you as well bye bye.
[AGENT][POSITIVE] Thank you.