AccountId: 011433970860
ContactId: 31be94be-9f73-48f5-8362-342e7108486b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236699 ms
Total Talk Time (AGENT): 98297 ms
Total Talk Time (CUSTOMER): 84166 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/31be94be-9f73-48f5-8362-342e7108486b_20250228T21:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh hello, uh, I was calling to see what type of insurance I have for dental.
[AGENT][NEUTRAL] OK, I can help you with your benefits. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And uh policy number 02595054.
[AGENT][NEUTRAL] OK, let me look that up, [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Uh yeah, [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK. Uh, address, uh [PII], I'm sorry, we have [PII], and then uh you said my email?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Uh, my [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your phone number, sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And is that phone number a good number to call you back on just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, so I've got your policy pulled up here and um.
[AGENT][NEUTRAL] I'm showing that you have.
[AGENT][NEUTRAL] The dental benefit, the low plan.
[AGENT][NEUTRAL] Through your employer.
[AGENT][NEUTRAL] Are there any questions you have about it?
[CUSTOMER][NEUTRAL] I, I, I've called dental places and they're, they're asking.
[CUSTOMER][NEUTRAL] Uh, what type of plan it is. So they, she, she was saying these abbreviation words kinda.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh it it doesn't say it on the card.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, your, your plan is through American Public Life APL.
[CUSTOMER][NEUTRAL] OK, and.
[AGENT][NEUTRAL] And um we use and.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh, and you said, uh, I'm sorry, you continue.
[AGENT][NEUTRAL] Um, and we use Carrington. We, we work with Carrington. So if they ask tell them it's Carrington also.
[CUSTOMER][NEUTRAL] OK, Carrington Solutions simplified.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right, um, OK.
[CUSTOMER][NEUTRAL] All right. Well that, I guess that's all I'm asking because uh they were asking like some type of abbreviated word of of a type of dental, I guess.
[CUSTOMER][NEUTRAL] It does say coverage individuals, I mean.
[AGENT][NEUTRAL] Right, you have individual coverage.
[AGENT][NEUTRAL] And, um,
[AGENT][NEUTRAL] Then you can tell him it's with APL.
[AGENT][NEUTRAL] And if they need to call and verify your benefits or verify your policy, give them the same number that you called and we can verify that over the phone for them and even fax them information if they need it.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome, [PII]. I hope you have a wonderful weekend. Thank you very much for calling APL.
[CUSTOMER][NEUTRAL] Alright, yes sir.
[CUSTOMER][POSITIVE] All right, thank you for your time. All right.
[AGENT][POSITIVE] Alright, you're welcome [PII].