AccountId: 011433970860
ContactId: 293baa3b-af15-4dd4-a79a-9411c1032edc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314630 ms
Total Talk Time (AGENT): 110591 ms
Total Talk Time (CUSTOMER): 160241 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/293baa3b-af15-4dd4-a79a-9411c1032edc_20250116T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Hello. Hi.
[AGENT][POSITIVE] Yes, yes, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, I'm, I'm [PII]
[CUSTOMER][NEUTRAL] [PII], last name?
[CUSTOMER][NEUTRAL] I have a dental card from Focus Work workforce Management.
[AGENT][NEUTRAL] Your
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I need to know if this card is available or not.
[AGENT][NEUTRAL] OK, and do
[CUSTOMER][NEUTRAL] But they, they were, they were pretty much paycheck. Uh, I work for two months now and I, I was using for the absolute dental, and then they don't figure out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] they verify for me please.
[AGENT][NEUTRAL] OK, so you want to know if your policy is active?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] If I can use the card.
[AGENT][NEUTRAL] Uh-huh. I can check for you.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Uh, I have a, yeah, it's 0, no 0.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] 71356.
[AGENT][POSITIVE] OK, thank you for that. And what's a good phone number in case we're just, yeah, you're good. What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] The group.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] Yeah, OK. It's my, my, this, this one is my phone number.
[CUSTOMER][NEUTRAL] But yeah.
[AGENT][NEUTRAL] And what number is that?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's your phone number in case we're disconnected I can call you back.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, let me pull up your information.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Although I have your policy pulled up here and I do show that it was effective. Your policy was effective [PII] currently active, so you were wanting to know if it was effective or?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What? Repeat again.
[AGENT][NEUTRAL] Are you calling to verify if the policy is is active?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] OK. But I, I mean, uh, I have.
[AGENT][NEUTRAL] What is
[CUSTOMER][NEUTRAL] I mean an absolute dental. I was using it.
[AGENT][NEUTRAL] Can
[AGENT][NEUTRAL] I'm sorry, can you verify your date of birth and your complete mailing address for me?
[CUSTOMER][NEUTRAL] Uh, my email and my date of birth is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And what's your mailing address?
[CUSTOMER][NEUTRAL] My mailing address?
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] Oh my mailing address?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My, my, my.
[CUSTOMER][NEUTRAL] Address uh for my house or my email or my mailing address?
[AGENT][NEUTRAL] Your house, your, your house address.
[CUSTOMER][NEUTRAL] My house? OK, OK, OK, so it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the city and the state?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In, in [PII].
[AGENT][NEUTRAL] OK, and the zip code?
[CUSTOMER][NEUTRAL] ZIP code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that information. And so, um, what other questions can I answer for you?
[CUSTOMER][NEUTRAL] First, I have an appointment uh with in uh actuallydental, and then they say uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, they don't figure out the card and then I called my office and then they say this card is uh available. I can use it.
[CUSTOMER][NEUTRAL] I don't know why, but I'm going to check.
[AGENT][NEUTRAL] Yeah, so your policy is available.
[CUSTOMER][NEUTRAL] With the with the office of.
[AGENT][NEUTRAL] Uh, what you can do is, um, ask the dental office to call us and we're, we can verify your benefits for you with the provider's office.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And let them know what type of coverage you have and so um the phone number that you dialed, did you dial [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you can give that phone number to your.
[CUSTOMER][NEUTRAL] I can give him the number.
[AGENT][NEUTRAL] You can give that phone number to the dental provider.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And and they can call us to verify your benefits and it's option 2.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Alright, any other questions at all I can assist with today?
[CUSTOMER][POSITIVE] No, no. Good, good.
[AGENT][POSITIVE] Alright, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yeah, OK. You, you're welcome. Thank you. Have a good day.