AccountId: 011433970860
ContactId: 8ce60e18-0584-4147-97b3-1e2bb2b805ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263899 ms
Total Talk Time (AGENT): 88940 ms
Total Talk Time (CUSTOMER): 138223 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/8ce60e18-0584-4147-97b3-1e2bb2b805ff_20250509T18:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] The speaker had been waiting for.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII], my name is [PII]. I'm an employee for uh TRC Staffing here in [PII]. Um, I have y'all, um, I'm insured through y'all. I, is this, am I insured for dental or medical? I think it's dental, isn't it?
[AGENT][NEUTRAL] OK, I would have to, to look that up. Um, do you have a policy number?
[CUSTOMER][NEUTRAL] I don't have my cards out.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'd have to look at my card which is uh um let me see if I can find for you but uh can you go by last name or something?
[AGENT][NEUTRAL] OK. I, I can look it up by your social.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, [PII]. I know I'm actively enrolled. I just wanna make sure it's for dental, I think.
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][NEUTRAL] And can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. I normally sleep during the days. I work overnights, I work from [PII] the next morning, so I'm not typically at this time of day, but it's my off day.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I'm sorry about that. OK, and you were calling to, to find out about your dental or?
[CUSTOMER][POSITIVE] It's cool.
[CUSTOMER][NEUTRAL] Right, I've got, I think I have dental coverage for y'all, don't I? I know I'm paying for one, medical or dental. I think it's the dental, isn't it?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Um, I'm sure both. Um, do you mind verifying your, your date of birth and address for me, please? Make sure we still have current information.
[CUSTOMER][NEUTRAL] Sure. Birthday is [PII]. I'm sorry?
[AGENT][NEUTRAL] Uh, go ahead.
[CUSTOMER][NEUTRAL] Birth date is birth date is [PII].
[CUSTOMER][NEUTRAL] I reside at [PII] it's uh [PII].
[AGENT][NEUTRAL] OK, and your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying. Um, and
[AGENT][NEUTRAL] Um, I do show that you have both, uh, medical and dental with us. Um, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the the the follow up question I have for you then, ma'am, is, um, because I only have uh Fridays off and then the weekends and no dentists and very few dentists are open on Saturdays, obviously, um, I'm trying to get a Friday appointment. Uh, there's a one I found here in [PII] called Sage S sorry S A as in apple, G as in George, E as in elephant, Sage dentist. Is that through the network?
[CUSTOMER][NEUTRAL] Can you tell me that please?
[AGENT][NEUTRAL] OK, um, the network's handled through, um.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I would uh need to transfer you to [PII] and you would put in the zip code and then they could tell you who's in that network.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah, go ahead and transfer me to them, um, transferring me to them, then, uh, I'll, um, appreciate it, and then, uh, I have to do put the zip code in or do I just wait for a representative to pick up this line.
[AGENT][NEUTRAL] I believe it's automated. Uh, it'll ask for your zip code and then just.
[AGENT][NEUTRAL] Put that in and then it should give you a list or email it to you I'm not sure exactly how they do that.
[AGENT][NEUTRAL] But um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. OK. And
[CUSTOMER][NEUTRAL] I just hope I can talk to a human.
[AGENT][POSITIVE] I know, I know it's so much easier, isn't it?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with before I transfer you to the [PII]?
[CUSTOMER][POSITIVE] No, I appreciate your help, ma'am. Have a great weekend.
[AGENT][NEUTRAL] You too and thank you for calling APL. Hold on just a moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Thank you for calling member services Para assistencia espanol oprima el Nino Nve.
[CUSTOMER][NEUTRAL] To better assist you, please have your.