AccountId: 011433970860
ContactId: 58069abd-e2d8-4d4b-9cea-60e7b510fb08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155330 ms
Total Talk Time (AGENT): 50006 ms
Total Talk Time (CUSTOMER): 72269 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/58069abd-e2d8-4d4b-9cea-60e7b510fb08_20250611T17:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I, this is, uh um my [PII], um.
[CUSTOMER][NEUTRAL] Um, I'm not sure if I'm calling the right place. I just wanted, uh, to see, to check if we have dental, uh, coverage also. I know we have medical, but, um, we've never used dental, so I just wanted to double check to see if we have dental coverage.
[AGENT][NEUTRAL] OK. And what is the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh it is uh.
[CUSTOMER][NEUTRAL] Mm OK so my VIN number just one second policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 02612.
[CUSTOMER][NEUTRAL] 502.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and your name is again?
[CUSTOMER][NEUTRAL] [PII], I'm the spouse, uh-huh.
[AGENT][NEUTRAL] OK, yeah, um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, Mr. [PII], verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and mailing address.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, no, ma'am. I don't show you have any dental coverage with our company.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, how, how can we do it to add it, um.
[AGENT][NEUTRAL] Well, your husband will have to contact Bic or benefits in a card and they can verify if dental is covered under the group or is offered through the group, and they will be able to assist on how to set up for dental policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So that he would have to call the, the insurance company, he said.
[AGENT][NEUTRAL] You will have to contact benefits and a card.
[AGENT][NEUTRAL] They're a third party that help with his employers' group, and they will be able to verify if dental is offered through his employer.
[CUSTOMER][NEUTRAL] Benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][POSITIVE] OK, well I'll tell him to do that then thank you so much.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Yes.