AccountId: 011433970860
ContactId: 5c675dd4-a661-4070-ab57-3a8a8929b16d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421339 ms
Total Talk Time (AGENT): 161075 ms
Total Talk Time (CUSTOMER): 139305 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/5c675dd4-a661-4070-ab57-3a8a8929b16d_20250305T16:17_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, ma'am? My name is [PII] and I was just trying to get um my dental information, um, sent to me.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, spell your name for me.
[CUSTOMER][NEUTRAL] I don't think that
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK and I'm sorry you're trying to get what information?
[CUSTOMER][NEUTRAL] Um, like my dental information cause my daughter's at the dentist right now and I forgot that, um, like in December I had got new insurance, uh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We got uh updated with the yep.
[AGENT][NEUTRAL] OK. Do you have
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you, I'm sorry. Do you have your policy number?
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, ma'am, I don't remember. I back. I tried going through my emails, but it's like so far back and I was like, well, let me just call and you know just get them to send it to me like my information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it OK if I search by your social? If so, if you could provide that number to me?
[CUSTOMER][POSITIVE] Oh yes ma'am, most definitely um [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth, your mailing address, and your email address for me please?
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII]. Um, my email address is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So do you want to write down your policy number?
[AGENT][NEUTRAL] Or let me see, I may be able to let me see if your card is in your file, email you a an identification card.
[CUSTOMER][POSITIVE] Yes ma'am, that'll be perfect.
[AGENT][NEUTRAL] Right, let's see.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And oh, it's OK.
[CUSTOMER][NEUTRAL] I can just send straight to them.
[AGENT][NEUTRAL] I'm sorry, [PII], could you repeat?
[CUSTOMER][POSITIVE] I, um, I was saying that'd be perfect because I can just send it straight to to them, you know, if.
[AGENT][NEUTRAL] Exactly. And what generally happens is, is the dental office will call us to verify your benefit information. Give me one second. I'm preparing to email this, uh, ID card to you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] You, you're welcome.
[AGENT][NEUTRAL] And so we're emailing it to [PII].
[CUSTOMER][POSITIVE] Yes, ma'am, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I just emailed it over to you. It's coming from [PII].
[CUSTOMER][NEUTRAL] So you, OK, OK, and ma'am, my daughter's um name is also on the policy, correct?
[AGENT][NEUTRAL] Uh, verify her name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Spell the first name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, my
[AGENT][NEUTRAL] I'm actually showing that this is an individual policy uh De [PII], it's just for you.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So my daughter's not on it at all.
[AGENT][NEUTRAL] Yeah, I'm showing it's just an individual policy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I put it like a family policy only.
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] Um, those, those
[CUSTOMER][NEUTRAL] Yes ma'am, because I um I had put her on there as well, um.
[CUSTOMER][NEUTRAL] Is her name anywhere in like
[CUSTOMER][NEUTRAL] She has a policy, uh, policy as well.
[AGENT][NEUTRAL] OK, so it would be under your policy.
[AGENT][NEUTRAL] I mean, I would see her name under your policy since you're the policyholder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, and it's not there.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] Oh, I got it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Trying to figure, I'm trying to figure out what went wrong.
[AGENT][NEUTRAL] So what you, what I can do is give you the phone number to your employer and um because it would have had to have been added through your employer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] Um, that number is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I can transfer you to that, uh, location if you would like.
[CUSTOMER][POSITIVE] Oh yes, ma'am, most definitely. Thank you so much.
[AGENT][NEUTRAL] Is your, you're welcome. Is your daughter, have, have an appointment today?
[CUSTOMER][NEUTRAL] Oh yes ma'am, she's at the dentist right now that they had, they had her filling out a form or something to read them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, alright, well let me get you transferred and then you all can discuss further, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. Anything else we can help with before we transfer?
[CUSTOMER][POSITIVE] Oh, there you are, thank you so.
[AGENT][POSITIVE] OK, [PII], thanks for calling APL. Have a good day and one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] I have this is [PII] with APL and I have employee well not employee but [PII] on the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And, um, his, he's calling about uh his dental policy, which I'm showing it's individual. He's saying that his dependent [PII] should also be on that policy. She's at the dentist's office. OK. All right. [PII]hat's what I told him. Can I get you, him transferred to you and you can confirm.
[CUSTOMER][NEUTRAL] No, we do not have her.
[CUSTOMER][POSITIVE] Yes, you can go ahead and send him over.
[AGENT][POSITIVE] Thank you so much. Here he comes.
[CUSTOMER][POSITIVE] Thank you.