AccountId: 011433970860
ContactId: 9e09bdfd-6d47-479f-9a84-c21b6cd80866
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106629 ms
Total Talk Time (AGENT): 40460 ms
Total Talk Time (CUSTOMER): 41370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/9e09bdfd-6d47-479f-9a84-c21b6cd80866_20250409T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was calling because um I just got my, my card, uh, ID card for the dental, but I was trying to call my dentist and said, when I just said APL they said they don't never heard of this insurance.
[CUSTOMER][NEUTRAL] Um, for dental.
[CUSTOMER][NEUTRAL] Um, so I was wondering if it's, it's a different name I could give them.
[AGENT][NEUTRAL] Um, no, that's, that's our name. Um, just let them know that this is who your dental plan is under, and then they should be able to call us to verify your benefits at the same number that you just called.
[CUSTOMER][NEUTRAL] Yeah, that's what I was saying, um, so it's not, it's not, but you guys don't part the dental to somebody else, right?
[CUSTOMER][NEUTRAL] Like, cause she said some other names. I'm like I don't know.
[AGENT][NEUTRAL] No, no, we
[AGENT][NEUTRAL] Yeah, let me, I can look up your, do you have your policy number handy?
[CUSTOMER][NEUTRAL] Uh, I believe so.
[CUSTOMER][NEUTRAL] Yeah, 0260.
[CUSTOMER][NEUTRAL] 7177
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, yeah, there's, there's no other name. It's, it's APL and like I said, just give them the number that you just called and we'll verify that you're covered under the policy and then what, what is covered.
[CUSTOMER][NEUTRAL] Alright just give this group number and.
[CUSTOMER][NEUTRAL] Um, and the policy number.
[AGENT][NEUTRAL] Your policy number, yes, and then our number to call us and then we'll, we'll tell them how your plan pays and everything.
[CUSTOMER][POSITIVE] OK, OK, cool, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye.