AccountId: 011433970860
ContactId: 8ff49dcd-df89-40d5-b5cf-49066fdf0299
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331899 ms
Total Talk Time (AGENT): 142252 ms
Total Talk Time (CUSTOMER): 73242 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/8ff49dcd-df89-40d5-b5cf-49066fdf0299_20250204T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], I am trying to access my benefits to schedule a dental appointment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, all right, mister. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you would like explanation of your benefits, is that correct?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And you like to access your benefits or an explanation of your benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Do you alright um unfortunately I'm not uh able to access to that information so will be transferring you to the benefits department if that works for you um but before I do so do you happen to have your policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Mr. [PII], um, is there a way that we can use your social security number?
[AGENT][NEUTRAL] So we can search it up.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right. I'm ready whenever you're ready.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, allow me just a second so we can see if it's on our system.
[AGENT][NEUTRAL] And in what state is this policy issued?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, Mr. [PII], and just for verification steps, what is your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, I will go ahead and um connect you with the benefits department so they can do a better explanation of your benefits. I will go ahead and provide your policy number and information so you don't have to be verified again. Um.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have your policy number. Would you like uh to have it written down?
[CUSTOMER][POSITIVE] Yes, ma'am. I'm ready.
[AGENT][NEUTRAL] OK, that will be 25.
[AGENT][NEUTRAL] 9525.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] 95
[AGENT][NEUTRAL] 9509.
[AGENT][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 259-5096
[AGENT][NEUTRAL] Yes, that is correct. I will also request a policy ID card if you would like to do so.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Alright, I will go ahead and order that ID card for you and I will be transferring to the benefit.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Apartment. Mhm.
[CUSTOMER][NEUTRAL] OK, and this is for dental correct?
[AGENT][NEUTRAL] Yes, this is for dental.
[CUSTOMER][POSITIVE] Great alright thank you very much.
[AGENT][POSITIVE] You're welcome. I hope you have a nice day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[AGENT][POSITIVE] Good morning. This is [PII] in customer service. I have Mr. [PII] on the line who is willing to have an explanation of his benefits. Is that something you can help him with?
[CUSTOMER][NEUTRAL] He wants, he wants, uh, uh, and he'll be sent to him, is that what he wants?
[AGENT][NEUTRAL] He wants to know about his benefits so he can schedule an appointment with his dentist.
[CUSTOMER][NEUTRAL] Oh yes, yes, go ahead and give me that policy number.
[AGENT][NEUTRAL] Alright, policy number is 25.
[AGENT][NEUTRAL] 95.
[AGENT][NEUTRAL] 096.
[CUSTOMER][NEUTRAL] And I have the insured on my line, is that correct?
[AGENT][NEUTRAL] Yes, Mr. [PII]. I already have I already have verified his date of birth and address. I will be sending an ID card to him as well.
[CUSTOMER][NEUTRAL] Yes. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well go ahead and give them to me then and have a great rest of your day.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.