AccountId: 011433970860
ContactId: a031e262-7c6f-4672-bf50-d6c810024bfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280799 ms
Total Talk Time (AGENT): 150527 ms
Total Talk Time (CUSTOMER): 90383 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/a031e262-7c6f-4672-bf50-d6c810024bfd_20250110T19:00_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. How are you doing today?
[AGENT][POSITIVE] Hey, I'm doing wonderful, [PII] how about yourself?
[CUSTOMER][NEUTRAL] I'm well.
[CUSTOMER][NEUTRAL] I'm just calling to get some information. I'm about to head into a dental office for some um dental work.
[CUSTOMER][NEUTRAL] And I was wondering what what is required on my behalf of the dental office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you file a claim or do they do it when I get there?
[AGENT][NEUTRAL] Yeah, well,
[AGENT][NEUTRAL] Um, they should be able to do all of that for you, [PII], but what I can do is I can look at your policy, and if you need, I can get you a copy of your ID card to give to them, um, and then typically they would call us to get um your benefit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have the group issue number of 02494941.
[AGENT][NEUTRAL] 02494941, did I hear that right?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] Thank you. And [PII], can you verify for me, please, your last name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you verify for me, please, [PII], your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you so much and.
[AGENT][NEUTRAL] [PII], can you verify for me your email and just the phone?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect thank you. Is that a good number to call you back on if we got disconnected, my friend?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, perfect. And then, um, just I'm so sorry, but your street name is really cool. um.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, I just had to say that. So I'm actually trying to find an electronic version of your um ID card, and I don't see it on hand. I'm so sorry, but if you want, I can give you your dental policy number and when, uh, when your insurance or not your insurance company, I'm so sorry, when your dentist office calls, if they give us the number I give you, we'll still be able to pull up all of your information and um and give them benefits, OK?
[CUSTOMER][NEUTRAL] OK, let me get that. Let me get a pen real quick.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] You know what, I can like put it in my phone. I don't know what I was thinking about.
[AGENT][NEUTRAL] I mean, that's why I put all my notes too. I'll lose it otherwise.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And take your time just let me know when you're ready, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How's your day going?
[AGENT][POSITIVE] Uh, absolutely wonderful. It's Friday. It's afternoon. We're we're cruising from here on out, my friends.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You're not in that bad weather or anything, are you?
[AGENT][NEUTRAL] No, um, I got, we got a little snow where I'm at, but it was less than 4 inches, and honestly, it's about to be sunny for the next couple of days. So I think it's all gonna melt. It might freeze tonight, but after this weekend, I think we're
[AGENT][POSITIVE] We're pretty clear.
[AGENT][NEUTRAL] How about you? Are you doing good where you're at?
[CUSTOMER][NEUTRAL] OK, I'm ready for that number. We, yes ma'am, we had some rain, a little sleet, no snow down here, but upstate South Carolina got snow, so we didn't get any.
[AGENT][NEUTRAL] Well,
[CUSTOMER][POSITIVE] I would love to see some.
[AGENT][MIXED] I don't mean, I love the snow. I think it's magical. I just don't like the cold. Um, and your policy number, my friend, it's 108.
[AGENT][NEUTRAL] 341 5.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 1083415
[AGENT][NEUTRAL] Uh-huh, yep, and then they would just call our [PII] number. Mhm.
[CUSTOMER][NEUTRAL] And they call the same number?
[AGENT][NEUTRAL] And they tell us they're needing benefits and we have like a fax page we can send out to them and it will give them all your benefit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Gotcha. That's easy.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Thank you so much. I'm heading over there, so they'll probably be calling you here shortly.
[AGENT][POSITIVE] Perfect. Well, and if you need anything else about your policy, [PII], just give us a call and we'll do our best to take care of you.
[CUSTOMER][POSITIVE] All right, thank you so much. You have a good rest of your day if I don't talk to you again.
[AGENT][POSITIVE] All right, well, thank you. You too. Take care and have a happy weekend.
[CUSTOMER][POSITIVE] You too, ma'am. Thank you.
[AGENT][POSITIVE] Thanks. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.