AccountId: 011433970860
ContactId: 5c1d8b89-a236-4c70-9350-9441e005e8ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336480 ms
Total Talk Time (AGENT): 116042 ms
Total Talk Time (CUSTOMER): 155589 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/5c1d8b89-a236-4c70-9350-9441e005e8ee_20250617T12:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm trying to activate um my dental because I um I don't know, it wasn't working when I, I tried to look online. I tried to do it online and it wouldn't, it wasn't finding me. So, and then if you could possibly tell me dentist that uses coverage close to me, that'd be helpful too.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] Yeah, policy 02621854.
[AGENT][NEUTRAL] All right, let me just pull that up here one moment.
[AGENT][NEUTRAL] And then I will need to verify please your name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And then if I could get the address and email on file please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you and then the email?
[CUSTOMER][NEUTRAL] Uh oh [PII].
[AGENT][NEUTRAL] OK, so the email that we have on here it looks like is.
[CUSTOMER][NEUTRAL] You have [PII].
[AGENT][NEUTRAL] Mhm, that's the one that we have on here, so.
[CUSTOMER][NEUTRAL] That's fine, either, either or.
[AGENT][NEUTRAL] OK, so as far as um getting online, have you ever logged on before?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Uh, no, I went through all the prompts. That's what I'm trying to say. I tried to register it went through all the prompts, and it was just, uh, when it asked for my information, it's saying that it's not like, uh, they can't find me. That's why I'm calling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, when you were clicking um create your OSC account were you putting in uh the Gmail that you had given me or were you putting in the other one?
[CUSTOMER][NEUTRAL] Um, I think it was more, I'm going on here now, but my computer's a little slow. I think it was more, um, create OSA account, uh, insured. I think it was more the policy number that I was having an issue with.
[CUSTOMER][NEUTRAL] Let's see, so last name.
[AGENT][NEUTRAL] So after you, right, after you click insured, you just need to put in your last name, your email, and your date of birth.
[CUSTOMER][NEUTRAL] OK, let me do the.
[CUSTOMER][NEUTRAL] OK, so complete your account set up, OK.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Looks like it's going through now, so the email that was different.
[AGENT][NEUTRAL] Yeah, it has to all match what you have on here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And then my insurance is covered, right?
[CUSTOMER][NEUTRAL] Like it's active, I mean.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yes, your insurance is active since last month, correct. Uh-huh.
[CUSTOMER][NEUTRAL] Do you know if they cover like they just cover basic stuff like a cleaning and it wouldn't have to pay for anything.
[AGENT][NEUTRAL] Let me see, so yeah, your coverage is basically preventative and basic. Preventative is covered at 100% and then basic expenses are covered at 80%, so you would be responsible for 20%.
[CUSTOMER][NEUTRAL] OK, that's fine. I, um, OK, so I'm trying to.
[CUSTOMER][NEUTRAL] Verify now and it's this verification pro um sometimes they don't even send me I'll check my spam but.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so once it sends you the code, um, you have to make just make certain that you put the code in, click verify, and then create the password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's loading sometimes I, I know APL. I think I'm, uh, let's see.
[CUSTOMER][NEGATIVE] It's not sending me the verification code. I requested it twice.
[AGENT][NEUTRAL] Some, yeah
[CUSTOMER][NEUTRAL] Normally it's instant.
[AGENT][NEUTRAL] Yeah, I did notice some. It takes a minute for it, it didn't seem like it was coming immediately, so.
[CUSTOMER][NEUTRAL] Oh, OK. Oh wait, no, I can't. OK, I'm gonna try to do this, thank you. And then it'll on the site it'll show me like um I could find dentists close to me that accept the insurance.
[AGENT][NEUTRAL] Yeah, so in the search bar up there you can on the main site just type in providers and there is a link that it will bring up for provider resources to find a dentist in your area.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][POSITIVE] Uh, it's not accepting the call. I'll, I'll play with this. Thank you so much for your help. I hope you have a good day.
[AGENT][POSITIVE] You're welcome. You too. Bye bye.