AccountId: 011433970860
ContactId: 696624f7-3057-49e2-a956-ed0c84f4eaad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432839 ms
Total Talk Time (AGENT): 260162 ms
Total Talk Time (CUSTOMER): 86554 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/696624f7-3057-49e2-a956-ed0c84f4eaad_20250108T14:36_UTC.wav
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[AGENT][NEUTRAL] For contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? I'm here to see if I have dinner.
[CUSTOMER][NEUTRAL] Dental coverage.
[AGENT][NEUTRAL] Yes, I can look that up and um so you don't have a card, uh, you're just wondering whether you, whether you're covered.
[CUSTOMER][NEUTRAL] Yes, I, I have a card.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK, and, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Man, I don't see anything dental on his card. He's got a card that says surge.
[AGENT][NEUTRAL] Surge, OK.
[CUSTOMER][NEUTRAL] I'm his mother.
[AGENT][NEUTRAL] Right, um, let me see if I can.
[CUSTOMER][NEUTRAL] And it's just got
[AGENT][NEUTRAL] 00, I'm sorry, please go ahead.
[CUSTOMER][NEUTRAL] Oh, so it's just a bunch of, it's a card with a bunch of little emblems on it that says member, medical, pharmacy, and then, and so I asked him did he have dental coverage, and he said he didn't know. So I'm like, well let's call and see if you got dental coverage. So he just see if he has dental coverage.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Certainly, um, and what is the, uh, how do you, how do you spell, um, your son's last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Great, thank you. Well, let's see if we can't look at it up that way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm still just checking here, um.
[AGENT][NEUTRAL] So you're with surge Staffing. Uh, is that correct? Does that sound right?
[CUSTOMER][POSITIVE] That's nice, yeah.
[AGENT][POSITIVE] OK, great, great, let's see what we've got here.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I'm just gonna try and look up their number and see uh.
[AGENT][NEUTRAL] They usually have a a group number and I'm gonna see if I can't find it that way. Now, normally these, these policies do have uh dental, but uh what we can do is we can just look this up and
[AGENT][NEUTRAL] I see. And if I could just verify your uh date of birth, please, [PII], I appreciate it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Great, OK.
[AGENT][NEUTRAL] Going through the list here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So you're not, [PII]
[AGENT][NEUTRAL] OK, could it be in
[CUSTOMER][NEUTRAL] Yeah, uh, I'm a junior.
[AGENT][NEUTRAL] Junior, right, um.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The reason I'm asking is because I'm not um
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm not seeing you listed here, uh, among the, the, uh, I, I realize that you've got a card. Um, now, normally what, uh, normally, uh, these policies will have um a $500 dental benefit and it covers uh basic dentistry such as the cleaning, two cleanings a year, um, and, uh, the filling of your teeth if you needed to have, uh, fillings, that sort of thing.
[AGENT][NEUTRAL] Um, but I'm looking to start staffing and I'm not seeing uh where you're listed here, [PII], so I'm just, I'm just gonna keep looking here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And so there it couldn't be under any other name, is that right? It's, it's not, it's just under [PII].
[CUSTOMER][NEUTRAL] No, it's just
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] It looks like you don't have no covered. I told you something, I know you know it is, but you got to make sure you have a cover. You don't assume you have to know there's information you got to have.
[CUSTOMER][NEGATIVE] Now, you can't just be so nonchalant about everything, baby, you are in the adult world.
[CUSTOMER][NEUTRAL] Either you got it or you don't.
[CUSTOMER][NEUTRAL] There is no, I don't know because when you actually need it, you need to know if you got it.
[AGENT][NEUTRAL] I'm, I'm not seeing you on here, [PII]. Um, I hate to ask, but if you, can I just try your social security number, please? Uh, and it, it goes immediately off of our system as soon as I type it in. So, but I, I just, I just want to be absolutely certain that I'm, I'm not finding you. Um, so do you mind giving me that?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, it's [PII] what?
[CUSTOMER][NEUTRAL] Yeah, [PII] state is number 55.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, well, I'm still not seeing you. Um,
[CUSTOMER][NEUTRAL] You don't have no.
[AGENT][NEUTRAL] So, so what you may want to do at this point is you may want to check with your HR department and just make sure that now they may, it, it could be that they, that they still that they just haven't sent us an electronic um what they do is they, there's an electronic uh um file that they send us and then uh that lets us know that somebody is, is enrolled um and uh that's what we're looking for now, uh, you will also receive another card uh from Benefits and a card.
[AGENT][NEUTRAL] Um, and that's probably the, the one that you have right now. So there's, there's nowhere on that card that, that has a number that begins with 01 or 02.
[AGENT][NEUTRAL] Because it could be that, OK, so, OK, so what they've given you is this, is this the, the, um, it, it's this sort of a catch-all card. You, you probably do have medical, you probably do have den[PII], but what we need to do is we, we need to make sure that they've actually contacted us and given us the information so that we will have you in our system. And so at this point, you'd want to talk to your HR department.
[CUSTOMER][NEUTRAL] Um, no ma.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And um let them know that we're not showing you on our system and that they need to send us this electronic spreadsheet so that we can add you so there I I am looking to every employee that we have listed for certain staffing and I I'm not seeing you and then I'm not finding you by your name or your social so um yeah so we we would need to and that we normally we would have all that information if you were filed with us, um, so at this point, uh, the best thing I can suggest is that if you would contact.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Social so.
[AGENT][NEUTRAL] Uh, your HR department and uh make sure that they are filed with us.
[CUSTOMER][NEUTRAL] They are
[AGENT][NEUTRAL] Uh, we just need that electronic spreadsheet and then we, uh, then we can add you into our system. And at that time, um, it looks like every other, uh, uh, it looks like the, the group plan is for dental, um, not only medical but for dental as well. So, um, you just want to make sure that they give us that information so that we can get you signed up and get you and get you a card.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, if you'll just let us know whenever you talk to HR and then we'll see what we can do about getting you signed up, OK?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][POSITIVE] OK, well thank you for contacting EPO. You have a good morning.