AccountId: 011433970860
ContactId: 3d4f78b3-a92a-4e72-99c9-ae0dd5520fde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266269 ms
Total Talk Time (AGENT): 94193 ms
Total Talk Time (CUSTOMER): 99497 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/3d4f78b3-a92a-4e72-99c9-ae0dd5520fde_20250304T16:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, may I have a question about my family dental plan.
[AGENT][POSITIVE] I'll be happy to assist with your benefits. May I have your first name, please?
[CUSTOMER][NEUTRAL] Now I
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Mr. [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 558125
[AGENT][NEUTRAL] Alright, and if you can please verify your date of birth and email address.
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. And what questions did you have in regards to the dental?
[CUSTOMER][NEUTRAL] Oh yes ma'am, uh, I have my wife and my two daughters on my policy, but my son, he's [PII] in college and still live with me. Uh, he's not on there. Is it just, do I have to add him on there?
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so, um, you would need your employer to send over um his information.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Or let me see.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm my own operator.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Do I, I, I don't, I don't even know how to do that.
[AGENT][NEUTRAL] So you have hold on I'm sorry.
[AGENT][NEUTRAL] So when they sent over your eligibility.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They had to have sent your wife and daughter's names and date of birth.
[CUSTOMER][NEUTRAL] Well they did because I've been in the, I've been in the system for so long, they just went off of what I had in there for 7 years ago, but
[AGENT][NEUTRAL] You didn't
[CUSTOMER][NEUTRAL] Then I got all the information. I was like, I'm missing a kid. So, and then my wife's like, you need to add one more kid. I said, oh, so I was just wondering, so he can't use my dental cause his name is not on there, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean he's still eligible um if we received the claim we would have to add him in the system let me get someone from customer service to um further assist us on how you can add a dependent. Do you mind holding for me a moment please?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in claims. How are you?
[CUSTOMER][NEUTRAL] [PII] claims. I'm fine, Ms. [PII] claims. How are you?
[CUSTOMER][POSITIVE] I'm glad you said that to me though. Thank you. I do appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I'm good. I have [PII] on my back line calling because he needs to add a dependent to his dental.
[CUSTOMER][NEUTRAL] Oh, OK, well, I can't do that, but I will tell him what he needs to do then. What's that policy number, Miss [PII]?
[AGENT][NEUTRAL] 02558125.
[CUSTOMER][NEUTRAL] Let me pull that up real quick before I let you go. Did you verify anything, [PII]?
[AGENT][NEUTRAL] Um, I verified, um, he gave me the callback number, date of birth, and email.
[AGENT][NEUTRAL] And his policy number.
[CUSTOMER][POSITIVE] Alright, thank you, thank you. Oh, this with Universal trucking?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, he just has to go to Universal trucking. We don't do anything for them. They do everything there.
[AGENT][NEUTRAL] I said, I said, go to your employer. He's like, but I'm an independent.
[AGENT][NEUTRAL] But I did say.
[CUSTOMER][NEGATIVE] No, they hand, we don't handle do do here for universal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That you're fine, honey. I'm gonna tell Mr. [PII]. I'll transfer him on through even. All right, thank you, dear. Have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. All right. You too. Bye-bye.