AccountId: 011433970860
ContactId: a4d9d92c-d832-4613-8343-154745cf8011
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266420 ms
Total Talk Time (AGENT): 111828 ms
Total Talk Time (CUSTOMER): 79905 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a4d9d92c-d832-4613-8343-154745cf8011_20250210T19:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, so how old today.
[AGENT][NEUTRAL] I'm sorry, I didn't quite hear you.
[CUSTOMER][POSITIVE] Actually, good afternoon. How are you?
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing OK. You know, I'm just calling. Can you guys send me like um.
[CUSTOMER][NEUTRAL] Uh, some uh address for the dentist to close by my house.
[AGENT][NEGATIVE] OK, you're cutting in and out. I'm sorry. I'm barely catching what you're saying.
[CUSTOMER][NEUTRAL] I'm just calling you and I, I need to go check on my, my dentist. Can you guys send me like on some couple of by my house.
[AGENT][NEUTRAL] So you're calling to check about dentist that you have in, that you can go to in your area?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with the provider search, but before we proceed, is it possible to get your full name and a call back number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Uh, my, my name is uh is uh [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And can you also
[AGENT][NEUTRAL] Do you have your policy number by chance?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And the policy number? Yes, I got it.
[AGENT][NEUTRAL] OK. What is it?
[CUSTOMER][NEUTRAL] 0 00258.
[CUSTOMER][NEUTRAL] 0055.
[AGENT][NEUTRAL] Alright, bear with me one moment while I pull that information up.
[AGENT][NEUTRAL] And can you verify your date of birth and your mailing address, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh, the [PII].
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Not this
[CUSTOMER][NEUTRAL] For Street
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Over this [PII].
[AGENT][NEUTRAL] Thank you for that. And can you also verify your email address? It looks like we have your personal email, Mr. [PII].
[CUSTOMER][NEUTRAL] Oh, that is [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] OK, so the policy number you gave me is your medical policy, but you said you were needing dental providers?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see if we sold dental. Give me just a second.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And what I'm doing is just making sure that we did sell your group and dental insurance, if you'll bear with me one moment.
[CUSTOMER][NEUTRAL] Yeah, I got that.
[AGENT][NEUTRAL] All right, Mr. [PII], it looks like we didn't sell any dental insurance to your employer. You might wanna get with someone in HR or payroll and see who your dental insurance is with it maybe with a different company.
[CUSTOMER][POSITIVE] Oh, OK, that was so funny, right?
[AGENT][NEUTRAL] Right. The policy is only for medical purposes only. So if you were getting, wanting to utilize it to go to the doctor or the hospital, you can use our policy for medical, but it's not, nothing payable for dental.
[CUSTOMER][NEUTRAL] All right, let me
[CUSTOMER][NEUTRAL] OK, so I'm gonna, I'm gonna, I'm gonna take uh uh HR and to find out.
[AGENT][NEUTRAL] Right, who your dental insurance is with, and they should be able to give you a company name and number.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] No problem at all, Mr. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you for calling APO and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] I do.
[AGENT][POSITIVE] Thank you. Bye-bye.