AccountId: 011433970860
ContactId: c80b5612-acb5-4a1e-85cd-f991e4d05c18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204580 ms
Total Talk Time (AGENT): 77428 ms
Total Talk Time (CUSTOMER): 114759 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/c80b5612-acb5-4a1e-85cd-f991e4d05c18_20250310T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm calling about my husband's, um, insurance. I don't know if it's through the old company or if it's through the new company that he just transferred to.
[AGENT][NEUTRAL] OK, and then you're just trying to see it?
[CUSTOMER][NEUTRAL] And he did.
[AGENT][NEUTRAL] Are you just trying to see if he has a policy with us?
[CUSTOMER][NEUTRAL] Yes, so it, it
[CUSTOMER][NEUTRAL] Yeah, well, the policy is, I have the, the like the ID on courses they got it for, for, um, dental and I guess how limited hospital indemnity.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Take care bye bye.
[CUSTOMER][NEUTRAL] You just got it in the mail?
[CUSTOMER][NEUTRAL] So I'm not for sure if it was from the old company that he just left uh with the new company that he just started on.
[AGENT][NEUTRAL] OK, are you on the policy with him?
[CUSTOMER][NEUTRAL] No, ma'am. It's, it's uh individually.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Is he there where he can give me consent to be able to discuss the policy, and can I get a policy number from you, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, I can give you the policy number is 026048883.
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][POSITIVE] Amazing
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK Miss [PII], let me look up that policy real quick.
[CUSTOMER][NEUTRAL] So I think
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wanted to
[AGENT][NEUTRAL] Yeah, um, I will definitely have to speak with Mr. [PII], uh, to get consent to talk about the policy with you, Ms. [PII], um, because he is the account holder and you're not on it. Is, is he available at all to be able to give me any kind of, um, verbal OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] He, he won't be back until a few minutes, but he always let me handle it, but I understand that because one of I'm really checking because he got a dental appointment on Thursday, so I don't know what time y'all close, but I would let him call and just for you because I'm handling everything anyway, always.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So when he get back I will have him to call because we just got the policy just a few minutes ago so I'm, I'm not sure which which job it was.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And she can be approved.
[AGENT][NEUTRAL] Yes ma'am, um, if you can have him call us back and just give us a verbal consent.
[AGENT][NEUTRAL] To be able to discuss the policy with you.
[CUSTOMER][NEUTRAL] OK, I
[AGENT][POSITIVE] And then it's for, it's for his protection and um crazy life now so we have to make sure that we do, we have to check everything so but we do appreciate you calling Miss [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I will, because uh he gonna turn around and say well you do it and I, yeah, so I just call back and let him give the consent.
[AGENT][POSITIVE] OK. All right. Well, you take care, Ms. [PII] and we thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome, ma'am bye.