AccountId: 011433970860
ContactId: 42f63389-7ae5-4c62-9920-f35a4397987d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388839 ms
Total Talk Time (AGENT): 110506 ms
Total Talk Time (CUSTOMER): 133930 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/42f63389-7ae5-4c62-9920-f35a4397987d_20250617T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII]. My name is [PII], and I was calling to get some information on your dental insurance.
[AGENT][NEUTRAL] OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] Um, no, I would actually be a new employee. I work for the state of [PII].
[CUSTOMER][NEUTRAL] And uh this was on one of our vendor lists.
[AGENT][NEUTRAL] OK, so it's something that they're offering you like through the group?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Cause we're having to convert over from
[CUSTOMER][NEUTRAL] One entity of the state to another one so we would have to change our insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I don't, they didn't give you guys any sort of like what plans are being offered or anything like that?
[CUSTOMER][NEUTRAL] No, um, the office of group benefits and then they just gave us a list of vendors, and this is one of the vendors that were on there, American Public Life, and they're offering dental.
[CUSTOMER][NEUTRAL] Do y'all?
[AGENT][NEUTRAL] You don't by chance have the group number for you guys, do you?
[CUSTOMER][NEUTRAL] I do not.
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] Cause we offer a couple of different, you know, dental plans and so I was trying to look up the group.
[AGENT][NEUTRAL] To see which ones.
[CUSTOMER][NEUTRAL] Uh, has available payroll deduction for state employees.
[CUSTOMER][NEUTRAL] Uh, FBP products are approved flexible benefits, pre check on employment reflects group benefits.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] TV because you really I just don't show that it does not give me a
[CUSTOMER][NEUTRAL] They did give me, I guess this is a Louisiana sales coordinator for employees, [PII]. I guess I could reach out to him.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I mean I don't know if it'll help with our agency number or.
[AGENT][NEUTRAL] Yeah, I mean, I was, I don't, unfortunately, let me see.
[AGENT][NEUTRAL] We would need to know which plan is offered to the group um or something because usually like an employer will just give you.
[AGENT][NEUTRAL] Usually they like hand out um what's included in the plan, you know, because
[AGENT][NEUTRAL] Um, they're given like a packet or a pamphlet, so.
[CUSTOMER][NEUTRAL] Yeah, I didn't give us free. We just literally have a list of vendors and there's about 30.
[AGENT][POSITIVE] Yeah, so if you could get a group number or um even a plan name, maybe that would be helpful because I don't want to give you the wrong benefit information.
[CUSTOMER][NEUTRAL] OK, even if I give you the company name?
[AGENT][NEUTRAL] What's the, what's it under the name?
[CUSTOMER][NEUTRAL] Um, Louisiana economic development.
[AGENT][NEUTRAL] All right, let me try that.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] Yeah, nothing comes
[CUSTOMER][NEUTRAL] Do y'all do, uh, what is this? Delta Dental, is that who y'all do y'all do different companies?
[AGENT][NEUTRAL] Well, our particular company, we offer dental, we offer some supplemental plans as far as um like gap insurance for medical to different groups. We offer life insurance, we offer critical illness, heart attack, accident, stroke. Most of them are supplemental plans.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, because I see the same guy that's saying that we can call him for uh Louisiana sales coordinator for employees. He's under your American Public Life. He's under um American Heritage Life. He's under Delta Dental, so I don't know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He's under a couple of ones that's on here so I don't know if he's uh.
[CUSTOMER][NEUTRAL] I can try to give him a call and see cause I guess he would know since he's on.
[AGENT][NEUTRAL] That's what I was gonna, yeah, and maybe he would just have some more information so we could look it up if he's just not able to provide you like the plan info.
[CUSTOMER][POSITIVE] OK, no problem. I can do that.
[AGENT][POSITIVE] All right, sounds good, sorry about that.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.