AccountId: 011433970860
ContactId: 21341db5-6695-4ce1-9325-62902a100cd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345579 ms
Total Talk Time (AGENT): 112252 ms
Total Talk Time (CUSTOMER): 145531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/21341db5-6695-4ce1-9325-62902a100cd3_20250113T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, um, I was just trying to get some information on the different, um.
[CUSTOMER][NEUTRAL] Uh, packages you guys offer?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, we actually, do you have coverage with us like through an employer like it's generally it's something that we sell to groups are you looking to buy coverage?
[CUSTOMER][NEUTRAL] Yes, no I mean I, I work for uh Goep, um, and I just went to my HR department and they just provided me with you guys, um.
[CUSTOMER][NEUTRAL] Uh, company and just said that like I had to a third party so I had to reach out to you guys to get like to set everything up, but I guess I was to reach out to you guys to tell you guys that I would like to.
[CUSTOMER][NEUTRAL] Uh, you know, like inquire about the dental insurance, and then it would be you guys will contact the state or like where I work at, right? Or is that not how it works or?
[AGENT][NEUTRAL] Generally, all enrollment would be handled through the actual employer, um, as far as like if you wanted to enroll in the benefits.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] OK, that was, he, he made it all seem like it was like up to like me to call and like inquire about the information, um.
[AGENT][NEUTRAL] I mean, I can.
[CUSTOMER][NEGATIVE] But that's not how it works then uh.
[AGENT][NEUTRAL] Yeah, I mean, I can try and pull up the group who you work for if you wanna know what's covered on the dental plan, but as far as like the enrollment is concerned, that would be, to my knowledge, that's always handled through the employer itself.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, um, sure, yeah, if you guys, if you could just give me like a little breakdown of what everything you guys cover, but, um.
[CUSTOMER][NEUTRAL] Yeah, I guess I have to reach out to him and and and see what's going on because he definitely.
[CUSTOMER][NEUTRAL] Made it seem like definitely told me straight up that it was like I have to reach on myself and um.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] About getting something down, a policy, but yeah, that's fine. I, I can, I can do that.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] OK, um, who, who are you employed by again?
[CUSTOMER][NEUTRAL] Uh, go up is the, uh, governor's office of Homeland Security.
[AGENT][NEUTRAL] Can you spell that for me?
[CUSTOMER][NEUTRAL] Like the acronym?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh [PII] O [PII]
[AGENT][NEUTRAL] Let me see if it comes up underneath that.
[AGENT][NEUTRAL] You don't by chance have like a group number or anything like that do you?
[CUSTOMER][NEUTRAL] A group number, um, let me see.
[CUSTOMER][NEUTRAL] Uh, I don't believe so. He, let me, let me double check, um.
[AGENT][NEUTRAL] OK I see the governor's office of [PII].
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] No, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I'm trying to see if there's any numbers. I don't see a good number on here, um.
[CUSTOMER][NEUTRAL] Uh, I could try to reach out to him and see, um.
[CUSTOMER][NEUTRAL] If there is anything like that, but he simply like provided me like a link and then.
[CUSTOMER][NEUTRAL] Um, I clicked through it and seeing the vendors that we both like that we offer for dental insurance and then um.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You guys came up in another company, so I just called you guys, but uh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] Just because we offer, we offer a couple different like dental plans, so I don't know, like, you know, I wouldn't know off the top of my head like what plan your group has to offer through us. So, and it's not just coming up off of the acronym and then when I do a search by name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh hm.
[CUSTOMER][NEUTRAL] OK, uh, let's see, click on this insurance company that's above state of Louisiana employees, um.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, I guess I could try to
[CUSTOMER][NEUTRAL] Which back out to him and see, uh.
[CUSTOMER][NEUTRAL] I just thought it was like, I looked it up and I've seen the two companies. I just, I thought I just called in and.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry, I'm not able to find anything and again, you know, to my knowledge, all the enrollments always done through the actual employer themselves. I've not heard of it being done differently, so I apologize.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh no, it's OK, um.
[CUSTOMER][NEUTRAL] I'll try to reach back out to him and and see what's what's the process and um I guess I'll call back or something if I get any information.
[AGENT][POSITIVE] Yeah, I mean, if definitely if uh there's something else we can do, please feel free to call us back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.