AccountId: 011433970860
ContactId: 195f914e-9ebc-4e2c-b56c-429018d056c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341459 ms
Total Talk Time (AGENT): 180369 ms
Total Talk Time (CUSTOMER): 88369 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/195f914e-9ebc-4e2c-b56c-429018d056c8_20250417T12:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I have a uh I have something I'm trying to figure out what is this that I have got.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I give you the group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off you're just wanting to find out what type of policy you have with APL is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Share gifts.
[AGENT][POSITIVE] Thank you and Miss [PII], what's a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and Ms. [PII], do you have a policy number? Do you have an ID card that has a policy number on it?
[CUSTOMER][NEUTRAL] It's a um
[CUSTOMER][NEUTRAL] Policy er number.
[AGENT][NEUTRAL] Yes ma'am, what is that number please?
[CUSTOMER][NEUTRAL] 02613264
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] even the curve.
[AGENT][NEUTRAL] OK, thank you, give me a moment please to get your information pulled up.
[CUSTOMER][NEUTRAL] Searching
[CUSTOMER][NEUTRAL] AI analyzes anatomy it's so.
[AGENT][NEUTRAL] OK, and Miss [PII], I will have to verify several things with you first for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. The phone number that we show for you is also the same as the one that you gave me just to verify that that is the best contact number for you, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] Can you hold on one second for me?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Ma'am, I'm back.
[AGENT][NEUTRAL] Yes ma'am. OK, alright, the last thing to verify was your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So Miss [PII], this is a dental policy that you have through your employment.
[AGENT][NEUTRAL] We showed to you to be employed TRC staff.
[CUSTOMER][NEUTRAL] Yeah, and, and I thought it was still about.
[AGENT][NEUTRAL] Oh, I'm sorry. Go ahead.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, it's through TRC staff.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] when does it end?
[AGENT][NEUTRAL] Well, it just shows that it went into effect on [PII].
[AGENT][NEUTRAL] But it does not have a termination date.
[CUSTOMER][NEUTRAL] OK, and what's the name
[AGENT][NEUTRAL] On it.
[CUSTOMER][NEUTRAL] When that, what, what's the name of the place? It's called ATL, that's it?
[AGENT][NEUTRAL] Are you not with?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[AGENT][NEUTRAL] Are you no longer with TRC?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK. Now, if you're wanting to cancel the coverage or you have any other questions like regarding your premiums and that type of thing,
[CUSTOMER][NEGATIVE] Yeah, it's just, this is just for dinner, this ain't for vision.
[AGENT][NEUTRAL] No, ma'am. We don't offer vision. Your vision coverage would be with another provider.
[AGENT][NEUTRAL] I can see if I can tell who your vision coverage is with, if you would like.
[CUSTOMER][NEUTRAL] OK, and see if you could, yeah, please.
[AGENT][NEUTRAL] Yes ma'am, just one moment.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][POSITIVE] All right. I believe that your vision coverage, it shows that it should be through superior vision.
[AGENT][POSITIVE] And I would be happy to give you their phone number Superior vision.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Can you email me that?
[AGENT][NEUTRAL] I can if you would like to write down your phone number, I mean this phone number I'll be happy to I can include that in an email Ms. [PII], and I'm also going to send you the user guide for our portal because on your ID cards that you should have received from APL well you may not have received them yet or have you received your ID cards?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] I, I, I got, I got the ID cards already. I got them already.
[AGENT][NEUTRAL] OK, so alright, so it talks about setting up your profile in our portal called the online service center.
[AGENT][NEUTRAL] And I have a user guide that gives you some instructions on how to do that that I'll include in this email with the phone number for your vision coverage.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That might be OK, go ahead and send it to my email please.
[AGENT][NEUTRAL] All right, and the email you're gonna receive from me will come from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else, Ms. [PII], I could help you with this morning?
[CUSTOMER][POSITIVE] No ma'am, thank you so much.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] that our scientists.
[CUSTOMER][NEUTRAL] reach out to the American.
[CUSTOMER][NEUTRAL] of the animals telling us they are social environment.