AccountId: 011433970860
ContactId: 1f35d890-4d3f-4cb1-b6f8-cc2f82c0f80c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303940 ms
Total Talk Time (AGENT): 148848 ms
Total Talk Time (CUSTOMER): 89797 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/1f35d890-4d3f-4cb1-b6f8-cc2f82c0f80c_20250226T15:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was calling to see if you had Augusta Children's Dental in you guys' network.
[AGENT][NEUTRAL] OK. Well, we don't have a network, but what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] Uh, [PII] and my policy number is.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 596-527
[AGENT][POSITIVE] OK, thank you so much. Give me one moment, please.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth and mail address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], that's, [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and give me one moment because the policy number you gave, it looks like it's for medical. Are you calling for dental, correct?
[CUSTOMER][NEUTRAL] Yeah, isn't that all on the same card?
[AGENT][NEUTRAL] No sir, uh, give me one moment, let's see.
[CUSTOMER][NEUTRAL] Because you guys gave me this and.
[CUSTOMER][NEUTRAL] I think life insurance cards.
[AGENT][NEUTRAL] Um, we don't give, we don't give any cars for life insurance, but you do have a dental policy with us, accident, uh, group term life and medical. Um, I can give you your policy number. I'm sorry.
[CUSTOMER][NEGATIVE] I didn't get anything
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, go ahead, I'm listening. So those, so those cars weren't where the dental is.
[AGENT][NEUTRAL] You should have received a dental card. If you received the medical, you should have received a dental card uh card as well. Uh, on the card it should say, um,
[AGENT][NEUTRAL] Group voluntary dental or group dental.
[AGENT][NEUTRAL] But if you haven't received it, I can send a request to have it mailed to you, um, and we do have an online service center to where.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] You can view your policies. Oh, you do have it? OK. Well, with your
[CUSTOMER][NEUTRAL] I, I got it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, I'm looking right at
[AGENT][NEUTRAL] OK, good deal. Well, with your policy, we don't have a network. Uh, what that means is you're able to go to any dental provider. You can just present them with your information and that way they can call and verify benefits, but we don't have a network of providers you have to go and see.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I had, um, OK.
[CUSTOMER][NEUTRAL] I, I was on the phone not too long ago earlier with uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For somebody, I think her name was [PII], um.
[CUSTOMER][NEUTRAL] And I asked her to order me some more cars. Can you let me know which car she ordered for me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me see. Give me one moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Because I'm, I'm, I'm gonna, I'm gonna need to order.
[CUSTOMER][NEUTRAL] Um, another set of dental cars as well.
[CUSTOMER][NEUTRAL] I think she ordered um.
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Well, I'm sure it looks like she ordered dental card, so hopefully she'll receive that in 3 to 5 business days.
[CUSTOMER][NEUTRAL] OK. Can I get an order of medical?
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] Another one for the
[AGENT][NEUTRAL] Yes, sir. I'll send a request. Uh, give me one quick moment.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] 2596527.
[AGENT][NEUTRAL] OK, I have sent a request, so hopefully you should receive that one in 3 to 5 business days, sir, both of them around the same time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Just to let you know, we do have an online service center to where if you do need your cards and um you can print out the cards and also do your policies.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Change policy?
[AGENT][NEUTRAL] Say again.
[CUSTOMER][NEUTRAL] You said change change policy?
[AGENT][NEUTRAL] No, not change, to view your policies, you can see all the policies that you have with our company, as well as any claims that have been received or will be received, you can check status from there as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, OK.
[AGENT][NEUTRAL] OK, well, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] OK. Well, uh thank you for calling APL, Mr. [PII]. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome bye.