AccountId: 011433970860
ContactId: 162d45dc-ceb6-43f4-819a-265095b389e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382260 ms
Total Talk Time (AGENT): 250506 ms
Total Talk Time (CUSTOMER): 107198 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/162d45dc-ceb6-43f4-819a-265095b389e1_20250319T15:34_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]? This is [PII]. I was trying to get the information because I'm trying to book an appointment for my medical and dental, uh, for medical and dental, uh.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to set up an appointment for the doctor and the dentist, and I need my information in order to do that.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, of course. OK, so you, you've never received a card. Is that, is that correct, [PII]? Is, is that what I'm hearing?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] I never received the card, but you know how the mail is slow. You know, the mail is slow and then, you know, I'm a truck driver so I don't, you know.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] And then my birthday coming up, so I'm trying to get my, I'm trying to go home and get my check up instead of, you know, sitting at the mail sitting at the mailbox waiting for it. I can just go ahead because my next.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to go to the doctor and the dentist.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Oh, my next time home, so yeah.
[AGENT][NEUTRAL] Well, yeah, I can, I can help you. Um, now, uh, would you like to give me your social security number or do you want to spell out your last name for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Great, thank you so uh.
[AGENT][NEUTRAL] Let's see if uh
[AGENT][POSITIVE] And if you would please, uh, [PII], if you don't mind verifying your date of birth and a phone number for me, I would really appreciate it.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, so let's let's start off with your dental, OK? Um.
[AGENT][NEUTRAL] Do you want me to give you your dental, uh, policy? Actually, let me just see if I can.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I can't uh
[AGENT][NEUTRAL] I might actually be able to email you your card. Um, let me see if I can't do that. Uh.
[CUSTOMER][POSITIVE] Perfect. That'll be perfect if you can email me my cards.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] So, OK, so while I'm looking that up, um, let me just go ahead and tell you uh that your policy has $1500 for calendar years and maximum. Um, it covers basic, basic restorative services. Um, you have two cleanings per calendar year. I have, um,
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, to exams for calendar year, it takes care of the filming, the, the, uh, um.
[AGENT][NEUTRAL] The filming of your teeth, um, it also, uh, uh, can, um, have
[AGENT][NEUTRAL] If you need to have uh uh fillings done or tooth pulled, all that stuff is, is gonna be available to you. So if we could just verify your
[AGENT][NEUTRAL] Email please and we'll get started with that.
[CUSTOMER][NEUTRAL] [PII]. [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Great. OK. Well, I had it as, I had it as [PII] So I will change that to [PII]. Is that correct? All right. So that, so that takes care of your card for your dental. Now, you can go to any dental um provider that you like. It doesn't really matter where you're going, um, you can go to any dental provider at all.
[CUSTOMER][NEUTRAL] Yes ma'am
[CUSTOMER][NEUTRAL] Yes my
[AGENT][NEUTRAL] Uh, and, and, uh, if they have any questions, then we do have a form that we send them letting them know.
[AGENT][NEUTRAL] Um, what, uh,
[AGENT][NEUTRAL] Uh, where, where to send their claims, and that's usually all they're looking for. They just want to know where to send the claims. Now, for your, um, that was for your dental. Now, for your medical, uh, there is a different number on that as well, and I'll see if I can't find the card on this. Now, on your medical, um, that also went into effect on [PII] and uh this covers, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see. There's health screenings that are covered, um.
[AGENT][NEUTRAL] All sorts of things here. Uh, I think there's things for office, uh, things like that, so I can send you all of that. Just make sure that I've got the right, uh, information. I'm gonna check your um email on this one as well and hope that we got that one right. Yep, OK, so I'll have to change that one as well. So, um, I will send these, uh, send the cards to this, to both of these to your uh.
[AGENT][NEUTRAL] Email address and if you have any questions once you get them, uh please let us know. um but uh
[AGENT][POSITIVE] Yeah, I'll go ahead and send these to you uh right now now. Is there anything else that I can do?
[AGENT][NEUTRAL] Before I go send off these cards.
[CUSTOMER][NEUTRAL] So it
[CUSTOMER][NEUTRAL] Can you go to any doctor too, or you have to go to a certain one?
[AGENT][NEUTRAL] You can go to any doctor at all. Um, that would be fine. Uh, any doctor that you want to go to, uh, that, that's not a problem.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So yes, there's, it's not, it's not an issue about, about the doctor that you go to. Um, we don't have a network, uh, so you can go to any physician and, and
[CUSTOMER][NEUTRAL] Oh thank you, uh, uh, so next, cause half the time they don't even have my doctor, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't like 2 or 3. I only had like 22 or 3 insurance companies that actually had my doctor.
[CUSTOMER][NEUTRAL] And that's crazy, but yeah.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Uh, and if you can verify your address for me, please, so I can make sure to mail you the, the cards as well.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] And that's in, in [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, yes. Let me go ahead and send this to you and uh it should be, um you should be getting this at any time. OK, now, is there anything else at all that I can help with before I send these off?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much. I just.
[AGENT][POSITIVE] OK, well, thank you for
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] Yeah, well,
[AGENT][POSITIVE] Well, certainly, let us know if you have any other questions, but thank you very much for contacting APL. You have a very good day.
[CUSTOMER][NEUTRAL] Yeah.