AccountId: 011433970860
ContactId: 2502b485-84c4-4c6c-a594-2f33f6eef29a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411640 ms
Total Talk Time (AGENT): 83549 ms
Total Talk Time (CUSTOMER): 88238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/2502b485-84c4-4c6c-a594-2f33f6eef29a_20250128T16:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] I, I was just seeing if uh I, I was uh.
[CUSTOMER][NEUTRAL] Verified for uh dental benefits.
[AGENT][POSITIVE] OK, I'd be happy to assist with your eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Mr. [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] A good call back number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 2841026
[AGENT][NEUTRAL] the policy number
[CUSTOMER][NEGATIVE] Sorry, what was that? I'm having a hard time hearing you.
[AGENT][NEUTRAL] Your policy number.
[CUSTOMER][NEUTRAL] Uh, the employee ID, is that what it would be?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] How do I get my policy number?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, if you don't have the policy number, I can use your social.
[CUSTOMER][NEGATIVE] Oh, OK, sorry, I, I'm having a hard time hearing you. My social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that social was not in our system. Are you the primary?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] I just got the card in the mail.
[AGENT][NEUTRAL] OK, um, do you see anything that says member number, subscriber ID?
[AGENT][NEUTRAL] Be
[CUSTOMER][NEUTRAL] Uh, there's an employee ID.
[AGENT][NEUTRAL] What's the name of the insurance on the car?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Multi-plan
[CUSTOMER][NEUTRAL] I don't know if it has dental. It just says, it says a card that says medical and pharmacy and then member. That's why I was calling to see if I have dental.
[AGENT][NEGATIVE] I'm not showing anything.
[AGENT][NEUTRAL] So your first name.
[CUSTOMER][NEUTRAL] What was that?
[AGENT][NEUTRAL] Spell your first name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm not showing you in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Maybe I just don't have dental. I don't know.
[CUSTOMER][NEUTRAL] So I just call them uh.
[CUSTOMER][NEUTRAL] Is it different? Like if I, if it, if I might have like medical and just not dental?
[AGENT][NEUTRAL] Correct. Um, but you would still, you're still not in our system at all, even under medical. I, I should at least see you for that if, if that's what your card said. And you said you're with the multi-plan. What option did you choose when you called the number cause you may have just chosen the wrong option.
[CUSTOMER][NEUTRAL] Uh, it just says MEC coverage. You chose uh dental and I chose dental.
[AGENT][NEUTRAL] OK, um, you will need to choose.
[AGENT][NEUTRAL] Consent.
[AGENT][NEUTRAL] What number did you dial?
[CUSTOMER][NEUTRAL] I dialed
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep, that's what it says on the back of the card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold for me
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for your patience. So, um, when you call that number again, choose option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No. Was there anything else I
[CUSTOMER][NEUTRAL] So does that mean I don't have
[AGENT][NEUTRAL] I'm not, you're not in our.
[CUSTOMER][NEUTRAL] So does that mean I probably don't have dental?
[AGENT][NEUTRAL] I'm not gonna say you don't have it. I'm saying if you do, they haven't sent us your information yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I appreciate your help.
[AGENT][NEUTRAL] OK, is there anything else I can assist you today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Yeah, you too.