AccountId: 011433970860
ContactId: 25ca63a0-ad39-4642-a08f-8889135194e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277700 ms
Total Talk Time (AGENT): 108511 ms
Total Talk Time (CUSTOMER): 118009 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/25ca63a0-ad39-4642-a08f-8889135194e5_20250218T21:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling uh about my dental plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I needed to know what my, uh,
[CUSTOMER][NEUTRAL] My code was like my, on my card, like my medical card thing for dental. cause I'm a truck driver. I've been on the road. I haven't been able to receive one and I need to see a dentist.
[AGENT][NEUTRAL] OK, I can help you with that. Um, can I get your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on just a moment, I'll pull that up.
[CUSTOMER][NEUTRAL] And I had a couple other questions too after this.
[AGENT][NEUTRAL] OK, you're calling on the dental.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And you, do you mind uh verifying your date of birth and your address for me please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII], and do you mind verifying your phone number and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think the email I got with you guys is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, I think it's that.
[AGENT][NEUTRAL] OK. And you were needing your policy number, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am, for my dental, for my dental care.
[AGENT][NEUTRAL] OK. Your
[CUSTOMER][NEUTRAL] And, and I also wanted to know what does it cover?
[AGENT][NEUTRAL] OK, um, I can give you your policy number, but I would need to get somebody in our benefits department that can go over the benefits with you, um.
[AGENT][NEUTRAL] Your policy number is 256.
[CUSTOMER][NEUTRAL] Hold on, hold on, hold on, hold on. Let me put it in my notes. Sorry, cause I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to put it in my notes. OK.
[CUSTOMER][NEUTRAL] You said 256.
[AGENT][NEUTRAL] Uh-huh. 0658.
[CUSTOMER][NEUTRAL] 06.
[CUSTOMER][NEUTRAL] 58 that's my policy number, so that's my medical ID number.
[AGENT][NEUTRAL] That's your dental.
[CUSTOMER][NEUTRAL] Like that's what I need to go get. OK. 25.
[AGENT][NEUTRAL] That's the dental. Mhm. And I can email you a copy of your card if you'd like, um.
[CUSTOMER][POSITIVE] Yes ma'am. I would love that so much. And could you also email, well, yeah, I could just talk to the benefits person.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I, I need
[AGENT][NEUTRAL] And do you need a copy of your medical as well or?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. That would be great. I also, I had surgery, uh, gastric, uh, not gastric bypass, gallbladder surgery, uh, not too long ago, and I needed to know, does, do you guys even cover that? Like my emergency room visit?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, um, let me connect you with the benefits department and they can help you with that as well, um.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] Is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][POSITIVE] No, baby, that's it. Thank you so much.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day, Miss [PII], and hold, and I'll connect you with clients and benefits.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] F
[CUSTOMER][NEUTRAL] [PII], how may I help you?
[AGENT][NEUTRAL] Um, hi, this is Lindon customer services. How are you?
[CUSTOMER][POSITIVE] Pretty good how are you?
[AGENT][NEUTRAL] I'm good. I have an insured on the phone and she's needing to know uh her benefits on her policy. And she, when you get through with her, uh she's also got a medical and she needs to know the benefits on it as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I can help with that.
[AGENT][NEUTRAL] Alright, and her policy number on the dental is 256-065-8.
[AGENT][NEUTRAL] And I verified all her information, her her callback number is the same one in the system.
[CUSTOMER][NEUTRAL] OK, so this is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK, [PII]. OK. Yes, I can help.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, and hold on just a second. Oh, here she is. Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hello, my name is.