AccountId: 011433970860
ContactId: 239200b0-2951-4909-8186-46a2205cb8a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409760 ms
Total Talk Time (AGENT): 114274 ms
Total Talk Time (CUSTOMER): 179563 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/239200b0-2951-4909-8186-46a2205cb8a4_20250320T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, um, I have a policy with you guys, uh, but I, I don't, all I have is the, uh, group voluntary dental. I don't have anything for medical or dental.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You need, you need a policy or group number?
[AGENT][NEUTRAL] Um, yes, I would like to, um, have the policy number.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Uh, policy number is 02579764.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my name is [PII]
[AGENT][NEUTRAL] Alright, Mr. [PII], and allow me just a second while I search it up.
[AGENT][NEUTRAL] All right, I was able to find your policy and for verification steps, can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] Uh, yes, [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you very much, Mr. [PII]. And how can I help you today?
[CUSTOMER][NEUTRAL] Well, like I say, um, I, I have, uh, my group, uh, voluntary dental, and, uh, the gentleman I talked to when I set this up sent me an email from my vision because I don't have anything as far as uh prescription, um, card or I don't have the, the medical card either in case I need to go to urgent care or something.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, uh, well, APL does, um, issue ID cards for your dental policy. I can go ahead and, um, request one, and I can also email you one if it is already available. Would you like me to look it up?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Alright, uh, let me just a second while I search it up if it is available.
[CUSTOMER][NEUTRAL] Matter of fact, um, uh, I'm gonna let you talk to my wife because she's, she's in the medical field. Can you wipe the kids down, please. I'm sorry, hello?
[AGENT][POSITIVE] Hello, good afternoon.
[CUSTOMER][POSITIVE] Yes, how are you? Go take that rag and rinse it out, honey.
[AGENT][POSITIVE] Hello, I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm good. So he has his dental card, um, he was saying, but he never got his main medical card and he has an appointment on the [PII]. Are you able to look up the main medical part or just the dental?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, we only handle his dental and I do see a hospital indemnity, um, policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now, do you see a doctor's visit, like, like physician visits coverage and stuff like that, like regular medical coverage?
[AGENT][NEUTRAL] Um, unfortunately, miss, I don't handle that part of information for the policy, but I can definitely transfer you to the benefits department. Would that work?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate you. Go see your daddy. Go get them shoes wiped off, sorry, and her butt honey. I'm sorry.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. I will go ahead and
[AGENT][NEUTRAL] I will go ahead and place you on a brief hold while I connect you with um the benefits department right?
[CUSTOMER][POSITIVE] Yeah. OK, sounds good thank you.
[AGENT][POSITIVE] Thank you, have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye. Get her bottom too. You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] I apologize for the wait, Miss [PII]. Um, I see that all of our agents are currently unavailable. Uh, what do you like me to
[CUSTOMER][NEUTRAL] See that it with the front of your pants.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Would you like me to um grab a callback number so they can contact you back?
[CUSTOMER][NEUTRAL] Have you
[CUSTOMER][POSITIVE] Yeah, that would be great. Whenever you're ready, I'm sorry.
[AGENT][NEUTRAL] Alright, what is that callback number?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, it is um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You will.
[AGENT][NEUTRAL] All right, and your name, please?
[CUSTOMER][NEUTRAL] It's you could do [PII]. He'll be the one to answer.
[CUSTOMER][NEUTRAL] Yeah so that.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Oh, it tastes like over there tastes like.
[AGENT][POSITIVE] All right, thank you very much, Miss um [PII]. uh I will go ahead and place a request so you can receive a call back.
[CUSTOMER][NEUTRAL] It doesn't matter.
[CUSTOMER][NEUTRAL] OK, can I change that phone number? I'm sorry. OK, yeah, it's [PII].
[AGENT][NEUTRAL] Is there, is there.
[CUSTOMER][NEUTRAL] That's his work number with you guys with.
[AGENT][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] Alright, is there anything else that I can help you with?
[CUSTOMER][NEGATIVE] OK, she's not gonna be the one.
[CUSTOMER][NEUTRAL] No, ma'am, that's it. We'll just wait for them to call us.
[AGENT][POSITIVE] All right thank you very much.
[CUSTOMER][POSITIVE] Thank you, bye bye. You too, bye bye.
[AGENT][POSITIVE] You have a nice day.