AccountId: 011433970860
ContactId: 6c34133f-e5ce-4fb4-9ae1-8f4739d5e64a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 509320 ms
Total Talk Time (AGENT): 220116 ms
Total Talk Time (CUSTOMER): 106644 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/6c34133f-e5ce-4fb4-9ae1-8f4739d5e64a_20250317T16:18_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um, I never used my medical and I, I don't know where the paperwork was at. I wanted to get information on that.
[AGENT][POSITIVE] OK, um, sure, I can assist you. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, [PII] number is [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number, Mr. [PII]?
[CUSTOMER][NEGATIVE] No, I don't on hand.
[AGENT][NEUTRAL] Mm. Mhm.
[CUSTOMER][NEUTRAL] See if I can look it up.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, um, let's see, bear with me just a second.
[AGENT][NEUTRAL] And let me have your first name one more time.
[CUSTOMER][NEUTRAL] 1
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how do you spell [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have an address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm still searching. One moment.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And let's see, for security, may I have your date of birth and email address on file?
[CUSTOMER][NEUTRAL] [PII] email is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Mm perfect. Thank you. And this is gonna be for your medical or dental?
[CUSTOMER][NEUTRAL] No, I don't have medical with you guys. They told me they because my wife got a big thing and everything, so I had to get them outside to just the dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Deal, OK. So you're trying to see your benefits, so you're trying to um find a doctor. What information are you needing today?
[CUSTOMER][NEUTRAL] Yeah, I'm trying, I'm trying to go see a doctor.
[AGENT][NEUTRAL] OK. All right. um, Mr. [PII], with this particular policy, you can go to any dentist. Um, we don't have a list that you need to follow. Now, if you don't know where to go and you need a list of providers in your area and just for reference, um, you can go to our website at [PII].
[AGENT][NEUTRAL] And scroll to the bottom of that page, you're gonna see a tooth with the magnifying glass. You will click on that and it will take you to a page where you can just put your zip code and find a provider in your area.
[CUSTOMER][NEUTRAL] That they um public.
[AGENT][NEUTRAL] Am like in the morning, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Were you able to find it?
[CUSTOMER][NEGATIVE] I spelled it wrong.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] A a correct message me up.
[CUSTOMER][NEUTRAL] You said all the way down to the bottom?
[AGENT][NEUTRAL] Mhm. Yeah, scroll all the way to the bottom and you're gonna see a magnifying glass with a tooth in it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The the resources.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there something I have to tell them if I when I show up, or?
[AGENT][NEUTRAL] Yeah, um, well, you can, um, do you have the card or any information on the, on the policy or you don't?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, I don't. I, I couldn't find none of the paperwork on her.
[AGENT][NEUTRAL] No, no, OK.
[AGENT][NEUTRAL] All right. I can go ahead and provide you with the policy number and they can call the same number you're calling to get a fax back of benefits and we can go ahead and send this directly to them. Um, the policy number, let me know when you're ready.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, the policy number is 02.
[AGENT][NEUTRAL] 26
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 26
[AGENT][NEUTRAL] 97
[CUSTOMER][NEUTRAL] 97.
[AGENT][NEUTRAL] 75.
[CUSTOMER][NEUTRAL] 7502269775
[AGENT][NEUTRAL] Yes, that is the policy number and you just provide uh the again the same number that you just dialed the [PII] for them to call us and get a a fax back of benefits and we'll go ahead and send that directly to them. If you need to uh get um.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Be, uh, if you need to get your benefits like a breakdown of your benefits or any information, you can always go and sign in. um, if you go to the same page, a [PII] and you click on sign in, it will take you to the page where you can create your account and you'll be able to see your benefit information. I can go ahead and send a request for a card to be sent out to you, OK, by mail.
[AGENT][NEUTRAL] But if you need one right away, you can always get one electronically through the signing. So you can go in and sign in today, um, it will take you to your page, to your policy, and you can get a temporary card that you can use if you need one right away, OK?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so let me go.
[CUSTOMER][NEUTRAL] You said the, the number for them to call, what was that again? [PII].
[AGENT][NEUTRAL] The same, the same number you just dialed [PII].
[CUSTOMER][NEUTRAL] Oh, I, I got [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Hm, that's right, yeah.
[CUSTOMER][NEUTRAL] So which one, which one would they?
[AGENT][NEUTRAL] OK, the number is [PII].
[CUSTOMER][NEUTRAL] Which one they prefer to to call back.
[AGENT][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, OK, and I requested the card for you. It should be there within 5 to 7 business days. It's gonna go out regular mail.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it. I appreciate it.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] All right you too bye.
[AGENT][POSITIVE] Thank you. Bye bye.