AccountId: 011433970860
ContactId: 20bc98a7-8f14-428b-a74f-aae45e96e4eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194779 ms
Total Talk Time (AGENT): 60068 ms
Total Talk Time (CUSTOMER): 107018 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/20bc98a7-8f14-428b-a74f-aae45e96e4eb_20250116T22:06_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 have dental coverage with uh Dina Dental. Um, was looking to try to get some dental coverage work done. I also have coverage with um.
[CUSTOMER][NEUTRAL] With my company, uh, Delta Dental, who's my primary because I've had them the longest and when I had enrolled in the coverage when I spoke to the gentleman, he said that you guys would be considered like secondary coverage but when my uh.
[CUSTOMER][NEUTRAL] Dental dentists submitted a, a quote for some work to be done. When I asked them to also run into you guys, they said that you guys don't pay anything on a claim, on, on those type of claims, um, and I was kind of lost or not sure. She didn't really give great clarity, so I was just trying to figure out, does, is that really true or?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, um, I can help you as far as, um, your dental and filing claims. First, can I get your name and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh my name is [PII] Last name [PII] and my callback number is [PII]. I'm currently on my work phone, but I have my cell phone, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I can use that too as well. It's right here it's just charging.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] Alright, thank you so much and then Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] I don't have the policy number.
[AGENT][NEUTRAL] I can look it up with your social security number if you want to give that to me, it'll pull it in.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[AGENT][NEUTRAL] OK, let me look that up. I'm whispering over here too and there's nobody in here.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Wow
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let me keep looking.
[CUSTOMER][NEUTRAL] Because this is Dina dental, right?
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][POSITIVE] Oh sorry about that. I called the wrong number. I do apologize to you.
[AGENT][NEUTRAL] That's OK. I was looking at I'm like, I don't see you, but I'm gonna look by your name. I searched by your name and didn't find you that way either.
[AGENT][NEUTRAL] But that's OK.
[CUSTOMER][POSITIVE] I do apologize. I must have looked at the list in and and put the wrong number and I'm so sorry. Please excuse my ring. Alright, bye bye.
[AGENT][POSITIVE] No, don't worry.
[AGENT][POSITIVE] That is OK. Yes, ma'am. All right, you have a blessed day. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too.