AccountId: 011433970860
ContactId: 0e7366ee-e1d0-4e88-b5cc-c30ab0deb4bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500920 ms
Total Talk Time (AGENT): 141776 ms
Total Talk Time (CUSTOMER): 118358 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/0e7366ee-e1d0-4e88-b5cc-c30ab0deb4bb_20250214T22:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, can you look up a policy for me?
[AGENT][NEUTRAL] Yes ma'am, I can. Can I get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's for [PII].
[CUSTOMER][NEUTRAL] Both of
[AGENT][NEUTRAL] OK and what is your the callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is the policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 025946773
[CUSTOMER][NEUTRAL] Turn it down for one second, [PII].
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] To me.
[AGENT][NEUTRAL] OK, is [PII] there for me to verify that it's OK to discuss his policy with you, ma'am?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. I'm gonna need for you to verify some information for me, sir. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 678592-063544704951266
[AGENT][NEUTRAL] OK, thank you so much and then one last verification, what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII] and what is the lady's name calling for you to talk about the policy?
[CUSTOMER][POSITIVE] Just, just taking the benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I call you that.
[AGENT][NEUTRAL] So did you wanna continue the call or did you want me to speak with her?
[CUSTOMER][NEUTRAL] Yes, you can see the call. Yes, yes, you can, you can speak to her.
[AGENT][NEUTRAL] OK, and what is her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. I appreciate it, [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes, ma'am. I was just trying to um see about um the benefit for um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For this, uh, dental insurance.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] OK, um, what I can do is, yes ma'am, I can hear you. I can send a complete list of the benefits to the uh email address that [PII] just gave to me so you guys have a complete benefit breakdown.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, so it'll tell me.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold while I get that together for you and I'm gonna send it. I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. I've got that fax or not that fax. I've got that email on the way to you now that has your benefit breakdown.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I got the email.
[CUSTOMER][NEUTRAL] OK, so tell me about the cleaning and uh fillings and all of that.
[AGENT][POSITIVE] Yes, ma'am. It tells you about everything.
[CUSTOMER][NEUTRAL] OK, and one more thing, um.
[CUSTOMER][NEUTRAL] Does it have like the different um dentists that takes this um group voluntary dental on it?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] No ma'am, it doesn't but I can give you the website to go to so that you can search for a provider.
[CUSTOMER][POSITIVE] OK. Alrighty.
[AGENT][NEUTRAL] Uh, you're gonna go to.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I am [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And when you get on that website in the top right hand corner you'll see the little magnifying glass for searching you're gonna put provider.
[AGENT][NEUTRAL] You'll press yes and then when you press enter it's gonna take you to another page and you're gonna choose provider resources.
[CUSTOMER][NEUTRAL] Provider, uh-huh.
[CUSTOMER][NEUTRAL] Provider, resources, uh-huh.
[AGENT][POSITIVE] And then once you click on that it's it's really simple you put in your zip code and the information that it asks for and it pull all the providers for you in your area by zip code.
[CUSTOMER][NEUTRAL] OK, so you, so you said [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK. All [PII]. I, I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh it's no problem at all. You guys have a nice [PII] night, and I thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye bye.