AccountId: 011433970860
ContactId: d76206c0-4de1-4269-b348-313f363a345a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308730 ms
Total Talk Time (AGENT): 103146 ms
Total Talk Time (CUSTOMER): 143733 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/d76206c0-4de1-4269-b348-313f363a345a_20250514T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey how you doing, ma'am?
[AGENT][POSITIVE] I'm doing well. How are you doing today, sir?
[CUSTOMER][NEUTRAL] Oh, I'm doing fine. Um, I was calling to see, um,
[CUSTOMER][NEUTRAL] I think like maybe 6767 months ago I was trying to get some uh information on my uh policy and I'm here doing a visit now they had to do like a air clean or whatever and I'm trying to, I was trying to get some information so they can get it, um, so I can get it covered under my insurance, but I had to pay out of pocket.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So would I be able to send that uh receipt to you guys and.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Through email or whatnot.
[AGENT][NEUTRAL] Right, I can I can help you with claims. um, can I please get your name and your callback number just in case the call is dropped.
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Um, if I'm not mistaken, because I really don't know what all my information, it might be, is it uh
[CUSTOMER][NEUTRAL] 11 digit number.
[CUSTOMER][NEUTRAL] You can't be, it's a phone number, right?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I can look it up with your social if you wanna give me your social that'll pull it in for us.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yes ma'am, this, uh, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Yeah, I get the information. I, I use that. I have it in my email, but for some reason the last few days my Gmail crashed and like I can't search certain stuff.
[CUSTOMER][NEGATIVE] They just keep crashing. So I don't know what's going on.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] We are
[AGENT][NEUTRAL] All right, I think I have you pulled up and you said it was a dental?
[CUSTOMER][NEUTRAL] No, ma'am, um, I'm doing like a, uh, it was, uh, doing a DOT physical uh visit that had the uh.
[CUSTOMER][NEUTRAL] Take me as a patient so I get my ears cleaned or whatever.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] discharge paperwork.
[AGENT][NEUTRAL] Alright [PII].
[CUSTOMER][POSITIVE] I have a wallet size that you need to keep on you. Um, this one it is a large one, and then this is a summary of your DOT physical. You are good to go. Hello.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] He he said somebody you need the address or something like that.
[AGENT][NEUTRAL] OK [PII], this is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] No sir, what I'm going to need to do is um verify your policy. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] And on your way out. I'm not sure.
[CUSTOMER][NEUTRAL] So give me my whole, my first night.
[CUSTOMER][NEUTRAL] My first name?
[AGENT][NEUTRAL] Your date of birth, sir? No, your date of birth?
[CUSTOMER][NEUTRAL] Oh, date of birth please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then one more verification can you give me.
[CUSTOMER][NEUTRAL] You said something about the address or something.
[AGENT][NEUTRAL] Your email address.
[CUSTOMER][NEUTRAL] Um, my email is my [PII].
[AGENT][NEUTRAL] OK, thank you, sir. What I'm going to need to do is transfer you on over to web DPA so they can verify the benefits for you, um, so you that you could file your claim. Um, I'm gonna give you that phone number just in case the call is disconnected. You'll have it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You just let me know when you're ready, sir.
[CUSTOMER][NEGATIVE] Oh my fault.
[CUSTOMER][NEUTRAL] Oh go ahead.
[AGENT][NEUTRAL] It's 1866.
[AGENT][NEUTRAL] 9759458.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][NEUTRAL] You're welcome and it's gonna be a brief hold while I transfer you on over, Mr. [PII].
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][POSITIVE] You're very welcome you have a wonderful day and thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Yes, ma'am.