AccountId: 011433970860
ContactId: f71e0934-5705-49ef-87ef-101d48e97d71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290040 ms
Total Talk Time (AGENT): 114148 ms
Total Talk Time (CUSTOMER): 121798 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/f71e0934-5705-49ef-87ef-101d48e97d71_20250404T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh
[CUSTOMER][NEUTRAL] [PII] how you doing?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] I'm doing pretty good, um.
[CUSTOMER][NEUTRAL] I'm with um um APO Dental Insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm trying to, you know, schedule an appointment for the dentist. I don't know what, like what dentist to, to go to because I've called like 102 and they don't accept APL. Like, I don't know.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like, is there a list of places I can go? Do you have a list or something?
[AGENT][NEUTRAL] Sure, OK, so let's get your policy pulled up. We do have a few different kinds of dental policies and we can see what kind of network they're a part of and then we can go from there. um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Oh yeah, sure. It's um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, it's
[CUSTOMER][NEUTRAL] It's 02285973.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK. I I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] So I've got a different address for you, um, it's in uh [PII].
[CUSTOMER][NEUTRAL] No, that was, that was my old address. That's when I used to live in [PII].
[AGENT][NEUTRAL] OK, can you verify that address for me?
[CUSTOMER][NEUTRAL] I moved here, I moved back, I moved back.
[CUSTOMER][NEUTRAL] What, what address?
[AGENT][POSITIVE] The one that I have for you here at in [PII] and yes please.
[CUSTOMER][NEUTRAL] The one in in [PII]?
[CUSTOMER][NEUTRAL] Oh, it's uh
[CUSTOMER][NEUTRAL] Shoot.
[CUSTOMER][NEUTRAL] Oh man, this you.
[CUSTOMER][NEUTRAL] Yeah, like, like you, you need the whole, the whole the whole address?
[AGENT][NEUTRAL] Um, if you could just verify the, um, the street name or number and even just a little.
[CUSTOMER][NEUTRAL] Um, um, [PII], um, um, [PII], I think it's [PII] or [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's fine. That's close enough. I appreciate you verifying that. That's OK. I understand, but especially if it's been a while, um, OK, and then, um.
[CUSTOMER][NEUTRAL] Uh, yeah, I, I, I, I forget. OK, no problem.
[CUSTOMER][NEUTRAL] It's been a while, yeah.
[AGENT][NEUTRAL] I understand. um, can you verify the uh the email address we've got on file for you? Uh, it is a [PII] account.
[CUSTOMER][NEUTRAL] It's uh it should be my [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information. All right, give me just a moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so, yes.
[CUSTOMER][NEUTRAL] Um, quick question.
[CUSTOMER][NEUTRAL] Um, OK, now when I call you guys again, am I gonna, uh, am I gonna have to keep verifying that the my old address? Can you, is there a way you can change that because maybe if I, if I talk to a different person, they might not give me the same grace you did.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You're, yes, I understand. I can definitely get that changed. I will tell you though before we go any further, [PII] that this policy is no longer active. Um, I'm showing here that this policy terminated, uh, [PII], and you don't currently have any active policies with us.
[CUSTOMER][NEUTRAL] You know, so
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] That's probably from my, oh my gosh.
[CUSTOMER][NEUTRAL] Wow. Uh.
[AGENT][NEUTRAL] Are you still with uh Universal Trucking?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] No, I'm sorry I called the wrong number, wow.
[AGENT][POSITIVE] No, you're perfectly fine that's all right no that's OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Wow, 1000 apologies.
[AGENT][NEUTRAL] No, no, you're perfectly fine. Just wanted to make sure that you are aware.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All right thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.