AccountId: 011433970860
ContactId: 0b020631-6c1f-4233-8830-6931e1213fcf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412890 ms
Total Talk Time (AGENT): 165499 ms
Total Talk Time (CUSTOMER): 141316 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/0b020631-6c1f-4233-8830-6931e1213fcf_20250324T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]? Um, my name is [PII]. Um, I received my, um, my ID card in the mail and it told me that I can go online and register, but when I tried to register, it said that um something was invalid, one of my numbers, I'm guessing I was putting in.
[CUSTOMER][NEGATIVE] And I tried a few times, but it still wasn't going through.
[AGENT][NEUTRAL] OK, now I can look at that and then we can get you in there, um, let me just see what our site looks like. Do you happen to have that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes ma'am, let me see.
[CUSTOMER][NEUTRAL] It is 02606406.
[AGENT][NEUTRAL] OK thank you and do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. I appreciate that. um, and can I get you to verify your birthday and address for me?
[CUSTOMER][NEUTRAL] It is [PII] and my address is [PII].
[AGENT][NEUTRAL] Thank you, um, and just one more thing if you can verify your email address.
[CUSTOMER][NEUTRAL] It is my name [PII].
[AGENT][NEUTRAL] OK, thank you. OK, we do all of that matches. Let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And you have [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, as a dependent, OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am. So online it asks for my group number, so I don't put in the 756. I need to put in the policy number maybe.
[AGENT][NEUTRAL] Uh, you know what, it should not be asking you for a group number. Um, you want to choose, um, an individual with an APL policy?
[CUSTOMER][NEGATIVE] Oh, it didn't give me that. It just, when I tried to register, it just had just said employee and um and group account.
[CUSTOMER][NEGATIVE] So maybe I'm in the wrong thing.
[AGENT][NEUTRAL] It sounds like it. Um, are you at [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And in the top right hand corner, it says sign in.
[CUSTOMER][NEUTRAL] OK, and I should be on the individual.
[AGENT][POSITIVE] That's right. That's right.
[CUSTOMER][NEGATIVE] And I did and it wasn't going for me at first.
[CUSTOMER][NEUTRAL] I don't know what's going on. I was just trying to register so I can get my son a dentist appointment.
[AGENT][NEUTRAL] All right. Um,
[CUSTOMER][NEUTRAL] Let me try one more time.
[CUSTOMER][NEUTRAL] Cause online, I guess once I get in, will I be able to see what uh dental office take the insurance, I would have to call.
[AGENT][NEUTRAL] Now, you do not have to register to be able to see that. Um, if you go to [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me get you to the right spot. Um, I'm doing this to make sure I tell you right first.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] If you, uh, on the search button, just type in dental.
[AGENT][NEUTRAL] And then it will.
[AGENT][NEUTRAL] It will give you all the results for dental, and then you would click on provider resources.
[CUSTOMER][NEUTRAL] Let me go back and wait my internet is acting up on me at work, so I was trying to do it on my lunch.
[AGENT][NEUTRAL] And I tell you, I can also um.
[AGENT][POSITIVE] Send you a list. I can email it to you and I can get those give you those instructions.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Cause I was trying to see, I, I couldn't remember which, um, which dental, uh, I signed it for so I didn't know if I had PPO or or what. That's why I was trying to go ahead and set up everything so I can look over the policy and stuff.
[AGENT][NEUTRAL] Yes, and you would have to log in to be able to um see the policy and look over it like you're talking about and I can also transfer you to our benefits department um if you want to just have someone go over the benefits with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I'm trying to let me get in. He won't even let me come. He said it was registered.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Um, if you can email it to me a list, then I have a chance to just sit over and look over it.
[AGENT][POSITIVE] OK, and I can get that to you for sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It might take me about 5 minutes, but I'm working on it right now and I will get that emailed to you.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, now, did you wanna talk to someone about the benefits?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I would just, I can just wait until everything is um.
[CUSTOMER][NEUTRAL] So you send it I'm just gonna check it out because it's letting me log in. I just have to just read over everything now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh good.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK. OK. And like I said, just give me just a couple of minutes and I'll have that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is it OK to use the zip code, the [PII] to find the dentist in your area?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Sure will.
[AGENT][NEUTRAL] Alright, well is there anything else I can do for you?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] OK, well, do expect this email in a few minutes and um you have a good day, [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Thank you. You too.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] You