AccountId: 011433970860
ContactId: a79ff5d4-8b62-4b37-adee-17acbb150b02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469670 ms
Total Talk Time (AGENT): 190688 ms
Total Talk Time (CUSTOMER): 122753 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/a79ff5d4-8b62-4b37-adee-17acbb150b02_20250409T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was wondering if you could send me a copy of my dental insurance card. Um, I don't, I have my regular insurance policy number, but not my dental one. I don't have my dental insurance card.
[AGENT][NEUTRAL] Alright I can help you with that. Do you by chance have your policy number?
[AGENT][NEUTRAL] OK, and who is your employer? Maybe I can find you under them.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] TRC.
[AGENT][NEUTRAL] TRC, let's see if I can find them in our system. One moment please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that was TRC.
[AGENT][NEUTRAL] TRC staffing services.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me just a moment, let me get it pulled up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. May I have your, let's start with your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, what was that? Can I?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Barely hear you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] With a [PII]
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I think I like.
[AGENT][NEUTRAL] All right, your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Let's do a quick, uh, verification starting with your date of birth and then your address, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we'll need to update your address. We do have something different in here.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I'm sorry, no, that's right. That's correct. The one that's on is correct. It's [PII].
[AGENT][NEUTRAL] OK, so that is the correct address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, and so let's uh verify your phone number and then your email address please, ma'am.
[CUSTOMER][NEUTRAL] A few months
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Wonderful. So everything is matching in our system and I can get that ID card ordered for you. And I will tell you, Ms. [PII], we do have a uh online website where you can set it up for yourself and you can print ID cards from there, uh, to your policy, print your policy, upload claims, and view the status of claims for any policies that you have with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So if you're interested in that, just go to our website at [PII].
[AGENT][NEUTRAL] We will get that.
[CUSTOMER][NEUTRAL] I tried that, but my the dental insurance card wasn't loading. It told me to call this number. I was also wondering, um, are you able to provide the vision one as well or no?
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] No, no, ma'am, you do not have vision with us. We do not carry vision here at APL um you would need to contact benefits of the card and they could assist you with that. They could let you know who you're um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Who your benefit carrier is with them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, um, if I had their phone number.
[CUSTOMER][NEUTRAL] And are you able to email the card?
[CUSTOMER][POSITIVE] And I will get the best.
[AGENT][NEUTRAL] Uh, let me see if I have that on file for you. Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][POSITIVE] We got you.
[AGENT][NEUTRAL] OK, we do have it on file. I'll get that email straight out to you and I'll just do is print it or just show it to your provider when you go see your dentist, OK?
[CUSTOMER][NEUTRAL] OK, and then how do I find the provider? Is it on the website as well?
[AGENT][NEUTRAL] I'm sorry, I
[AGENT][NEUTRAL] I couldn't, couldn't hear you.
[CUSTOMER][NEUTRAL] Finding a provider.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see. OK, let me see if this is on your ID card carrying.
[AGENT][NEUTRAL] All right, there's a number on the, that's gonna be on the ID card. It says to locate a partic participating provider. Call this number [PII]. And again, that is on your ID card.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK. And they are the ones who assist with locating a provider for you.
[AGENT][NEUTRAL] So give me just a moment and let me see if I can get that to upload for me and I will send that right on to you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, that is.
[AGENT][NEUTRAL] That is gonna come to you from [PII].
[AGENT][POSITIVE] And that hopefully we'll come straight on through sometimes with an attachment, they will, um,
[AGENT][NEUTRAL] I have to review it before they let it go through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So is there anything else that we can assist you with today?
[CUSTOMER][POSITIVE] What else I thank you.
[AGENT][POSITIVE] Well, thank you for calling ATM. We hope you have a wonderful day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you