AccountId: 011433970860
ContactId: 2afd389e-a475-4dd2-b185-7dfbe4a47415
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355589 ms
Total Talk Time (AGENT): 120836 ms
Total Talk Time (CUSTOMER): 141298 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/2afd389e-a475-4dd2-b185-7dfbe4a47415_20250206T17:15_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hey, how you doing? Um, I, my name is [PII] and I was just trying to find out the information on my dental in on my dental service.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] I'll be happy to assist with your dental benefits today, [PII], if I can get a good callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Uh, my policy number is 025.
[CUSTOMER][NEUTRAL] 865.
[CUSTOMER][NEUTRAL] 59.
[AGENT][NEUTRAL] OK, and if you can verify for me your last name, date of birth, and email address.
[CUSTOMER][NEUTRAL] My last name is [PII]. Uh my date of birth is [PII].
[CUSTOMER][NEUTRAL] And uh the email I'm not sure which one you guys may have but it might be.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] That's what we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, please be advised the verification of coverage is not a guarantee of payment. I do show the policy is active, and I'm showing that for your dental coverage you have $500 per calendar year with a $50 deductible. Now your policy covers for preventative service and basic service. It does not cover for major services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no problem, so you said just basic services.
[AGENT][POSITIVE] So preventative and basic, that's correct mhm.
[CUSTOMER][NEUTRAL] OK, and if you don't mind me asking, could you like tell me uh a few of the basic services that would be covered?
[AGENT][NEUTRAL] Um, basic is considered, um.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Um, say you have, um, fillings and, um, simple extractions, um.
[CUSTOMER][NEUTRAL] OK, so something like a root canal would be like advanced.
[AGENT][NEUTRAL] Like that.
[AGENT][NEUTRAL] Yeah, Root canal is considered major and that wouldn't be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem, no problem.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was trying to log in on the website, but it was saying that I was not a member of.
[AGENT][NEUTRAL] Um, have you registered for the online service center?
[CUSTOMER][NEUTRAL] Yeah, that's what I was trying to do, but uh it it was.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] Let me see, and when you went to log in, did you choose I'm an individual?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, well, let's try it again together. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you clicked on new user correct?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then you click the first one I'm an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then put in your last name.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I put that
[AGENT][NEUTRAL] Um, put in your social.
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what zip code did you put in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's what we have, um, and then put in that email that you gave me.
[CUSTOMER][NEUTRAL] OK, I did that.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] They say, oops, there seems to be a problem.
[CUSTOMER][NEUTRAL] Oh, it's, it's so, OK, now it's saying the account already exists.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, so you just need to log in then.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] And I was using a member number at first so that's probably.
[AGENT][NEUTRAL] OK, so do you know your log, do you know your login?
[CUSTOMER][NEUTRAL] So let me see.
[CUSTOMER][NEUTRAL] I'm gonna try it out right now. I, I usually use the same password so.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] To be right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now, I, it did, it, it let me log in but it said there has been an error. Looks like we are experiencing technical difficulties. If you continue to experience issues, please contact customer service.
[AGENT][NEUTRAL] Oh, OK. So then that means is the um web is down then.
[CUSTOMER][POSITIVE] OK, OK, no problem.
[AGENT][POSITIVE] Yeah, sorry about that.
[CUSTOMER][NEUTRAL] So if I wanted to find like uh a provider close to me.
[AGENT][NEUTRAL] Um, I can email you a listing.
[CUSTOMER][NEUTRAL] I would have to
[CUSTOMER][POSITIVE] OK, that'll be perfect.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And you want this in the [PII] area?
[CUSTOMER][NEUTRAL] And I do have
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] And you want it to go to that email address that we have on file?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I've sent that over. You should receive that in the next couple of minutes.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][POSITIVE] Alright thank you and I have one more question.
[CUSTOMER][NEUTRAL] Is the, the $500 is that just for me or is it $500 for me and my spouse?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, no, each person gets their own $500.
[CUSTOMER][POSITIVE] OK, alright, alright, thank you so much. OK, no.
[AGENT][POSITIVE] Alright well thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Alright bye bye.