AccountId: 011433970860
ContactId: 42f9a961-63a4-46c4-9ba6-169578ada50e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219690 ms
Total Talk Time (AGENT): 64462 ms
Total Talk Time (CUSTOMER): 107961 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/42f9a961-63a4-46c4-9ba6-169578ada50e_20250326T15:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. This is [PII] in customer services. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I do have an, uh, a lady on the phone. She's with Vic, and she's needing to ask a question about the dental before she signs up. We used to send these to claims, you know, for benefits, but uh, it's been a long time since we've had any calls like this, so I wasn't sure what we need to do with those now.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She's just needing to know if there's uh adult orthodontics covered under the.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The big C4 F F S B I B.
[AGENT][NEUTRAL] But she doesn't have a policy number. I don't, I wouldn't know which policy to quote.
[CUSTOMER][NEUTRAL] No, not yet.
[CUSTOMER][NEUTRAL] They only have one policy for the, for bed.
[CUSTOMER][NEUTRAL] I didn't, we used to.
[CUSTOMER][NEUTRAL] But like I said it's been a couple of years since I've had any calls like this, but we used to send these to clients for and I could um pull up the.
[CUSTOMER][NEUTRAL] Benefit, um, I guess I should send her back to Vic.
[AGENT][NEUTRAL] Well, I, I mean, I can help her. I just don't know which policy to quote. Is she getting the, the one with the $1500 maximum, the $500 maximum?
[CUSTOMER][NEUTRAL] Question on that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There there there's only 11, her group is 70056 so there's only one dental plan.
[AGENT][NEUTRAL] Hold on. G G R P R Q you said 77.
[CUSTOMER][NEUTRAL] 70056.
[AGENT][NEGATIVE] Mine is so slow.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know it's been, it's been probably 2 years before since I've had a call like this, but we used to get them all the time.
[CUSTOMER][NEUTRAL] And, and if it's if if I need to I can I can transfer back to the benefits of the card.
[AGENT][NEUTRAL] Um, no, I, as long as I can, if my screen will ever pull up.
[AGENT][NEUTRAL] The group
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, is it management management analysis? Oh, it did pull up. I just didn't. OK, so let me see. The dental is DF OK, now I can help her because now I know which policy they have. OK, I'm good.
[CUSTOMER][NEUTRAL] If not look after.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, her name is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Her callback number [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] Alright, thank you [PII] and here she is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Hi, this is [PII] with APL claims department. How are you?
[CUSTOMER][POSITIVE] I'm doing good. How about yourself?
[AGENT][NEUTRAL] I'm good. I understand you had questions in regards to the dental policy.
[CUSTOMER][NEUTRAL] That that's
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and you wanted to know if Ortho was covered?
[CUSTOMER][NEUTRAL] Yes, for adults.
[AGENT][NEUTRAL] OK. OK, it's not covered.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you for that.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Oh, that's all.
[AGENT][POSITIVE] Alright well thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.