AccountId: 011433970860
ContactId: c8e4d56f-1a91-4996-af81-842ff2c1c87a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182419 ms
Total Talk Time (AGENT): 51174 ms
Total Talk Time (CUSTOMER): 77700 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/c8e4d56f-1a91-4996-af81-842ff2c1c87a_20250108T21:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I, I was calling because I received a paper um from child support that my daughter has been granted insurance with your company, but I've never heard of it. So I wanted to know like, um, is it under her dad's name or is it her mom's name?
[CUSTOMER][NEUTRAL] Because they didn't give me any information, it just says that the court ordered dental, vision, and health insurance.
[AGENT][NEUTRAL] OK, do you have your social security number or whose name the policy would be in or?
[CUSTOMER][NEUTRAL] No, so it doesn't have who the policy would be under, but I can give you my information to see if it's under mine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's [PII]?
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment. I'll look.
[AGENT][NEUTRAL] I didn't see it under the social. What's your uh last name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Can you spell that for me?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] And what's your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on just a moment, I'll see if I can find it by your name.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I also have a policy group number and a policy number if that helps.
[AGENT][NEUTRAL] Yeah, what's the policy number?
[CUSTOMER][NEUTRAL] OK, so it is 202-571742.
[AGENT][NEUTRAL] OK, and what was your?
[AGENT][NEUTRAL] Is it your husband or your ex-husband?
[CUSTOMER][NEUTRAL] Yeah, so it would be the [PII].
[AGENT][NEUTRAL] It's in his name.
[CUSTOMER][NEUTRAL] It's in his name? OK, um, so can I, I know like I'm not allowed to know any information, but like since my daughter is under my custody, is there any like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Dental offices that I take that insurance cause I have a couple and they don't take it.
[AGENT][NEUTRAL] He would have to call and get any of that information, or he would have to call and give us permission to speak with you.
[CUSTOMER][NEUTRAL] Or is there an email you could?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.