AccountId: 011433970860
ContactId: 47017a91-688d-4263-b80e-da2fb793a4b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307200 ms
Total Talk Time (AGENT): 135240 ms
Total Talk Time (CUSTOMER): 57673 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/47017a91-688d-4263-b80e-da2fb793a4b0_20250102T16:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning. Happy New [PII]'s. Uh.
[AGENT][POSITIVE] Happy New Year.
[CUSTOMER][NEUTRAL] My name is [PII], and I have the 90 degree benefits, and I'm trying to find me a dentist.
[AGENT][NEUTRAL] OK, um, well, I can help you with your dental policy. Mr. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I don't know my policy number. That's the EID player ID number.
[AGENT][NEUTRAL] Oh, no, it looks it, that sounds like you have the um your employer card. Does it have APL to the top left?
[CUSTOMER][NEUTRAL] No, ma'am. That's my employer card.
[AGENT][NEUTRAL] OK, um, what's your social? I can look your policy up that way.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't see, and you said your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And [PII] is [PII]
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. I'm gonna look it up with the name. Sometimes the social doesn't come over with the policy.
[AGENT][NEUTRAL] Who's your employer?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Crown.
[CUSTOMER][NEUTRAL] Services
[AGENT][NEUTRAL] Let me look under the group and see if I see a policy for you. Hold on one moment.
[CUSTOMER][NEUTRAL] right.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] That's what that's the other side.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so there's a few things. So, for one, I don't see a policy um with the name or the social.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] There's two things on your card. Were you trying to call an [PII] number or an [PII] number? What number is there on the card?
[CUSTOMER][NEUTRAL] I called at first I called the [PII] number and then they gave me the [PII] number.
[AGENT][NEUTRAL] You talk to a person?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Or was the prompts, OK. The reason I'm asking is because sometimes with 90 degree, it gets redirected to us, even if there's no policy here, but if you talk to somebody, then we need to, hold on one moment.
[AGENT][NEUTRAL] Because I don't believe.
[CUSTOMER][NEUTRAL] Do I need to call my employer?
[AGENT][NEUTRAL] Well, that's what I'm looking at. Hold on one second.
[AGENT][NEUTRAL] Yeah, hospital indemnity and Carrington. OK, yes, I would reach out to the employer, let them know that you've reached out to APL and I can get the number for benefits in the card for you, um, and 90 degree, but APL cannot, there was no policy with APL and then they'll take it from there. But let me give you the number for employee benefits for your, for your company. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, so the phone number for benefits and a card is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right. Well, thanks so much for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] All right, thank you too.
[AGENT][POSITIVE] You're welcome.