AccountId: 011433970860
ContactId: 56306e70-fbd4-497a-ac23-cc6c10c13398
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225100 ms
Total Talk Time (AGENT): 109618 ms
Total Talk Time (CUSTOMER): 109614 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/56306e70-fbd4-497a-ac23-cc6c10c13398_20250114T16:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] The body.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, I'm calling because I, I just previously um signed up for my dental coverage.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I need to be able to see how to get my benefits in it.
[CUSTOMER][NEUTRAL] Assign myself to doctors.
[AGENT][NEUTRAL] OK. uh, let me get some information from you. May I have your, um, a callback number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And do you have your policy number with us or you don't have that?
[CUSTOMER][NEUTRAL] I don't have that. It, I think it just started this month. I don't have anything as far as.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. What is your social?
[CUSTOMER][NEUTRAL] What my dental coverage is. I just.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] 047008
[CUSTOMER][NEUTRAL] I'm in.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] No if I ever.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is your name?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, if I could get your date of birth, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, I do have your policy pulled up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like you only have a disability policy with us. I do not show that your dental is covered.
[AGENT][NEUTRAL] With American public life.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, so am I calling the wrong phone number or, or what?
[CUSTOMER][NEUTRAL] This is the number they gave me.
[AGENT][NEGATIVE] This is the wrong number for dental. You do have disability. So if you have any disability questions, but for dental, we do not.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I do know, I do know that I have that.
[CUSTOMER][NEUTRAL] Yes, I pay for that every every week on my paycheck, so yes, I do know that I do have that, um, so.
[AGENT][NEUTRAL] OK, it just may not be with American Public Life. So the best thing would be to contact your human resources and let them know, uh, to ask who is your dental coverage through because we do not show you with the dental policy.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, OK, no problem. I guess we could have ended the conversation in the beginning. OK, well thank you so much. I guess when I called it gave me an option for dental, so I'm not quite sure what happened.
[AGENT][NEUTRAL] Right, we do have dental benefits, but until I pulled your policy, I would not be able to tell if you have dental benefits or not. So once I pulled you by your social, I saw that you did not have dental benefits with us, uh, and so I would just contact your employer and see who your dental coverage is actually through.
[CUSTOMER][NEUTRAL] OK, well let me ask you this if you have time.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] My question is, uh, is it too late to add to the, the policy?
[AGENT][NEUTRAL] Uh, um
[CUSTOMER][NEUTRAL] It's been in
[AGENT][NEUTRAL] Uh, I would not know that. That would be also a question with your human resource department to see if you can still add benefits. A lot of times that's only through um like open enrollment. I don't know if you're a new employee or not.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Or how that works.
[CUSTOMER][NEUTRAL] No, I, I thought open enrollment was over with, but since I'm on the phone with you, I figured I'll ask you. Yeah, I, I added this to my own policy.
[AGENT][NEUTRAL] OK. I would not have that answer.
[AGENT][NEUTRAL] OK, I would not have that answer. OK, you have a wonderful day.
[CUSTOMER][POSITIVE] OK, well thank you so much.
[CUSTOMER][POSITIVE] OK, thank you so much. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL bye bye.