AccountId: 011433970860
ContactId: 4f250f32-17ff-42bc-8bff-50edc9042e25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479559 ms
Total Talk Time (AGENT): 200055 ms
Total Talk Time (CUSTOMER): 103835 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/4f250f32-17ff-42bc-8bff-50edc9042e25_20250220T20:35_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APPL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling because I just recently got dental coverage. Uh, I got all the coverage from you guys, and I'm trying to figure out, um, trying to find a provider, and I can't figure out how to operate your website.
[AGENT][NEUTRAL] OK, sure, I can assist you with that. And Mr. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And may I have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] That's all, um, I don't have those numbers.
[AGENT][NEUTRAL] You don't, OK.
[CUSTOMER][NEGATIVE] I haven't even received my ID card.
[AGENT][NEUTRAL] Oh, OK. Oh.
[CUSTOMER][NEUTRAL] Like I literally just just purchased it.
[CUSTOMER][NEUTRAL] Uh, so it just went into, um, it just became active on the [PII].
[CUSTOMER][NEUTRAL] Or become active on the [PII], excuse me.
[AGENT][NEUTRAL] It will become active on the [PII] of this month.
[CUSTOMER][POSITIVE] I believe so, yes, because I paid for it they took it out of my check yesterday.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Who's your employer?
[CUSTOMER][NEUTRAL] HSS hospitality staffing solutions.
[AGENT][NEUTRAL] OK, bear with me just a second.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Yeah, I'm still searching for that agency. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And you said it's HSS Hospitality?
[CUSTOMER][NEUTRAL] Uh huh, hospitality staffing solutions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be one minute I'm pulling the group, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I'm gonna go ahead and give you general information since we do not have a policy just yet, um.
[AGENT][NEUTRAL] I can go ahead and.
[AGENT][NEUTRAL] Let me do a name search to see if if they already created the account or not um what is the the spelling of your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] If they add you to the group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I don't see you listed just yet. They may be still working on it, um, but as general information, if you need to find a provider and it's a medical provider, um, you need to go to um [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And under [PII], um, you will go ahead and click on find providers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you click on find providers, um, it's gonna take you to another page, um.
[AGENT][NEUTRAL] In that page you're gonna choose um.
[AGENT][NEUTRAL] PPO and it's gonna be the first option on that.
[AGENT][NEUTRAL] Line
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then from there you can just go ahead and choose um the doctor that you're trying to visit. If it's like a family doctor, what type of doctor is it? It's gonna be your first choice, which is gonna be like a dropdown box and you'll go ahead and choose whichever you want. And you put your zip code and put search and it will give you the doctors in your area.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, what about in regards to the dental?
[AGENT][NEUTRAL] OK, if it's dental, you will go to our website, [PII].
[AGENT][NEUTRAL] And once you are in our website at [PII], you'll scroll to the bottom of that page and you will see a magnifying glass with the tooth in it.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] You will click on that.
[AGENT][NEUTRAL] It's gonna take you to a different page where it says search dental providers. You're gonna click on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And in that other page you're just gonna put your zip code and do search for providers and they will give you a list.
[CUSTOMER][NEUTRAL] OK, so you said when I see the magnifying glass, click on it, it'll give me a search and put in dental providers.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, once you click on the magnifying glass with the tooth, it's gonna take you to another page. On that page, you're gonna click on search dental providers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then from there it's just to fill out your zip code and search for providers and that's all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I think I found it. I do.
[AGENT][NEUTRAL] You got it?
[CUSTOMER][POSITIVE] OK, I see it now. I do. All right, thank you so much.
[AGENT][POSITIVE] OK. Perfect, Mr. [PII]. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] How long do you think it will typically take um.
[CUSTOMER][NEUTRAL] For them to have them to create me a
[CUSTOMER][NEGATIVE] Or uh or whatever you call it since they've already taken the money out of my account out of my check.
[AGENT][NEUTRAL] How long ago did you register?
[CUSTOMER][NEUTRAL] So I, I registered, not even a week ago and they took the money out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yesterday
[AGENT][NEUTRAL] OK, so yeah, it typically takes about 2 weeks for the account to be created. So it may be a little bit after the uh the the date of the policy starts, um, but you can check back with us around that time and see if we already have your account set up, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you bye bye.