AccountId: 011433970860
ContactId: 1332ec5a-7ec3-4dc8-aed0-823aced10786
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314079 ms
Total Talk Time (AGENT): 127722 ms
Total Talk Time (CUSTOMER): 129944 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/2025/05/05/1332ec5a-7ec3-4dc8-aed0-823aced10786_20250505T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is uh [PII] and I just had a few uh questions about my uh dental coverage.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with your dental benefits. Uh, can I please get your callback number, ma'am, just in case the call gets dropped?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Sure, policy number is 02567265.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[AGENT][NEUTRAL] OK, and Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you, ma'am?
[CUSTOMER][NEUTRAL] Sure, address [PII]. Email [PII].
[AGENT][NEUTRAL] OK, and then I noticed that the phone number that you gave me to call you back on, is that your cell phone number, ma'am?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying your policy for me. Let me look real quick at your benefits.
[AGENT][NEUTRAL] It's gonna be just a minute while I pull them in.
[CUSTOMER][POSITIVE] Yup, no worries.
[AGENT][NEUTRAL] OK, I've got your visits up now. How can I help you, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, so I just had a question. Um, so my contract just ended with my, you know, my, like, basically I'm a contractor, so it, it, the first one just ended and I'm waiting, um, for the potential second one which will, I probably won't hear back until I think next week um and so my last technical paycheck.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm sorry, can you hear me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes I can hear you. I'm listening to you.
[CUSTOMER][NEUTRAL] OK, so my last, OK.
[CUSTOMER][NEUTRAL] So my last um paycheck from the current contract will be this [PII]. I have a dental appointment already scheduled for it's just a cleaning, but um for the [PII], so I just wanna make sure I'm gonna be covered because I wasn't sure how it worked when like I'm in between contracts like one ended before the next one starts.
[AGENT][NEUTRAL] OK, so with um benefits and a card, which is who one of your providers is through your Oxford Global Resources they send in the payments weekly, so as long as you're covered under the week of the data service you'll you'll be fine right now um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm showing your policy is current and active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But it'll just be.
[CUSTOMER][NEUTRAL] Um, so if my, if I get paid weekly on the [PII], like the last payment will be on the [PII], my appointment's on the [PII], and then they don't get a payment on the [PII], is it like one week after, so like, hey, you guys receive payment on the [PII], so it will cover me to the week of the [PII]?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, it goes by week and that's a good question also for your HR department because they're the ones that take the premium from your paycheck and then they send it in to us.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So you can ask them if your payment on the [PII] is gonna cover you for for that previous week or is it gonna cover you for the next week?
[CUSTOMER][NEUTRAL] OK, so I'll call them and if not, I know they said that there was an option where I could just elect and make my payment, so, uh, do I call you guys for that or do I just.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, you will still be on the group at that time, so you'll just need to give it to your HR department can send it into us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh OK all right well then I will give them a call um and ask them about um about that appointment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else, Ms. [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, nope, I appreciate it.
[AGENT][POSITIVE] All right, well you have a wonderful week and thank you for calling APL.
[CUSTOMER][POSITIVE] You as well. Thanks, bye.
[AGENT][NEUTRAL] Bye-bye.