AccountId: 011433970860
ContactId: 9f248d3b-fa7a-4719-ae6b-59f41ff86689
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348779 ms
Total Talk Time (AGENT): 212065 ms
Total Talk Time (CUSTOMER): 119048 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/9f248d3b-fa7a-4719-ae6b-59f41ff86689_20250328T14:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning, how are you doing?
[AGENT][NEUTRAL] I'm doing fine, and yourself?
[CUSTOMER][POSITIVE] I'm doing all right. I was calling about.
[AGENT][POSITIVE] Well, good. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I was calling about the insurance. I only received a card for dental, but I was wondering, is it Vision too?
[AGENT][NEUTRAL] OK, so you're wanting to find out about what coverage you have with APL is that correct? You received your dental ID card?
[CUSTOMER][NEUTRAL] Yes, because, yeah, but I ain't see no uh no vision.
[AGENT][NEUTRAL] OK. Yes, ma'am. Well, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Ms. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is your dental policy number? What is the dental policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. So give me just a moment, Miss [PII], to get your information pulled up and then I will need to verify several things with you first for security purposes. So just a moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then your the phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. So, Ms. Hi, I see that your um policy that you have with us is through your employment with LARC or on track staffing. Is that correct?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK, so yes ma'am, um, your dental coverage is with APL, but your vision coverage would be with another company. Uh, we do not, that is not one of our products that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That we offer now if you'll give me just a moment I can see if I have the phone number for the company that you all use for your vision coverage. Give me just one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That it through somebody else, but she'll see who it is.
[AGENT][NEUTRAL] OK, so your vision would be with superior vision.
[CUSTOMER][NEUTRAL] But I haven't got a car from.
[AGENT][POSITIVE] And I can give you the superior vision, yes, ma'am, and I can give you their phone number.
[CUSTOMER][POSITIVE] Superior vision.
[AGENT][NEUTRAL] And I can transfer you to them also if you would like, but just in case we get disconnected.
[CUSTOMER][NEUTRAL] Well, just give me the number cause I'm at the office. I'm up here at the office and I'll stop by here, yeah.
[AGENT][NEUTRAL] Oh, it's [PII]
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes, ma'am. So, are you just gonna call them?
[CUSTOMER][NEUTRAL] And there's another question I need to.
[AGENT][NEUTRAL] Uh-huh. Are you just gonna call them directly? Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna call them cause I'm gonna, I stopped by, yes ma'am, because I stopped by the office to ask them whether it was one card or two cards, and she called y'all from the office.
[AGENT][NEUTRAL] Oh, OK. Uh-huh, I understand. Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I was, OK. Do I need, if I want to add my son on the dental, do I need to fill out a form with them first or I can add him through y'all?
[AGENT][NEUTRAL] Well, you would not be able to add in directly through us. You would need to um reach out to benefits in a card. That is where the representatives are located that you enroll for your coverage with and then they provide the different companies with your information based on, you know, what you're enrolling for. So I can give you their phone number as well if you would like.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so for benefits in a car, do they also go by B like the brand of pins, it's 1-800.
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Now when and one last thing, Miss [PII] on your ID cards, the document that your ID cards for APL was attached to it talked about setting up your profile in our portal called the online service center.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So that will give you access once you do that to the policies that you have with APL and should you need an additional, you know, dental ID card for any reason, you can also get that from within that portal.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] No, ma'am, I appreciate you.
[AGENT][POSITIVE] Well, you are certainly so very welcome. It was my pleasure and thank you again for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Mhm.