AccountId: 011433970860
ContactId: 0bb0ef21-a2e9-4689-9969-23b2ddb8f5fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300000 ms
Total Talk Time (AGENT): 129707 ms
Total Talk Time (CUSTOMER): 87126 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/0bb0ef21-a2e9-4689-9969-23b2ddb8f5fd_20250326T15:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling about your, uh, about the dental coverage. Um, I was wondering, do they cover orthodontists for adults?
[AGENT][NEUTRAL] OK. Uh, can I get your policy number and I can look that up for you?
[CUSTOMER][NEUTRAL] Um, I don't have a policy. I was asking before, I'm applying.
[AGENT][NEUTRAL] OK. Who do you work with?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a moment let me connect you with um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I like
[AGENT][NEUTRAL] Our claims and benefits department, they can look that up. Um, can I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] And you spell it for you?
[AGENT][NEUTRAL] Um, that's fine. Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] And callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you Miss calling and hold on just a moment, let me connect you with the benefits department and see if I can help.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day and hold just a moment.
[CUSTOMER][NEUTRAL] OK you say you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Uh, good morning, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good. Um, I do have an uh a lady on the phone. She's with Vic and she's needing to ask a question about the dental before she signs up. We used to send these to claims, you know, for benefits, but uh it's been a long time since we've had any calls like this, so I wasn't sure what we need to do with those now.
[AGENT][NEUTRAL] She's just needing to know if there's uh adult orthodontics covered under the.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The big C4 FFS V I B.
[CUSTOMER][NEUTRAL] But she doesn't have a policy number. I don't, I wouldn't know which policy to quote.
[AGENT][NEUTRAL] No, not yet.
[AGENT][NEUTRAL] They only have one policy for the, for big.
[AGENT][NEUTRAL] So I didn't, we used to.
[AGENT][NEUTRAL] But like I said it's been a couple of years since I've had any calls like this, but we used to send these to clients for and I could um pull up the.
[AGENT][NEUTRAL] Benefit, um, I guess I should send her back to Vic.
[AGENT][NEUTRAL] Question on that?
[CUSTOMER][NEUTRAL] Well, I, I mean, I can help her. I just don't know which policy to quote. Is she getting the, the one with the $1500 maximum, the $500 maximum?
[AGENT][NEUTRAL] There there there's only 11, her group is 70056 so there's only one dental plan.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on. G G R P I Q, you said 77.
[AGENT][NEUTRAL] 70056.
[CUSTOMER][NEGATIVE] Mine is so slow.
[AGENT][NEUTRAL] I know. It's been, it's been probably 2 years before since I've had a call like this, but we used to get them all the time.
[AGENT][NEUTRAL] And, and if it's, if, if I need to, I can, I can transfer back to the benefits of the card.
[CUSTOMER][NEUTRAL] Um, no, I, as long as I can, if my screen will ever pull up.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] The group
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] If man faster.
[CUSTOMER][NEUTRAL] Oh, is it man management analysis? Oh, it did pull up. I just didn't.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK, so let me see. The general is DF. OK, now I can help her because now I know which policy they have. OK, I'm good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um, her name is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Her callback number [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Alright, thank you [PII] and here she is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, this is