AccountId: 011433970860
ContactId: aa6768a4-b5e9-4677-bc74-0b7fa05f5904
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377750 ms
Total Talk Time (AGENT): 140589 ms
Total Talk Time (CUSTOMER): 142412 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/aa6768a4-b5e9-4677-bc74-0b7fa05f5904_20250102T17:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII], and I was trying to find me. I have the, uh, virtual card, the multipla insurance through my job, so I was trying to find me a
[CUSTOMER][NEUTRAL] I think it's the dentist, yeah.
[AGENT][POSITIVE] All right. It would be my pleasure to assist you. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] I don't know what the policy number is because on my card, it just got the employee name, the employee ID, medical coverage, employee, it says multiplan and virtual card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your last name again? I can look up your policy by name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Mr. [PII].
[AGENT][NEUTRAL] And what is your, can I look up your policy by social? I didn't locate it under name.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[AGENT][NEUTRAL] And who did you say your employer was?
[CUSTOMER][NEUTRAL] It's Crown Services.
[AGENT][NEUTRAL] OK. Give me just one second. I'm looking for you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I hear something precious in the background.
[CUSTOMER][NEUTRAL] That's my grandson. He's [PII]. He's in that high chair. Yeah, he's just 2.
[AGENT][NEUTRAL] Is 2
[AGENT][POSITIVE] Oh, he sounds happy.
[CUSTOMER][NEUTRAL] He's a December baby.
[AGENT][NEUTRAL] Oh, is he?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, is he?
[AGENT][NEUTRAL] Was he born near [PII]?
[CUSTOMER][NEUTRAL] No, he's, uh, the beginning of, he's the first week. He's [PII].
[AGENT][NEUTRAL] First week
[AGENT][NEUTRAL] That's exciting though. Nothing like grandkids.
[CUSTOMER][POSITIVE] Man, he was ready this year. He opened up his own gifts.
[AGENT][NEUTRAL] Did he really?
[CUSTOMER][NEUTRAL] Yeah, you told them open here.
[AGENT][NEUTRAL] He knew what he's doing, huh?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's funny.
[AGENT][NEUTRAL] Um, now I'm looking for your policy. I don't see a policy in our system.
[CUSTOMER][NEUTRAL] Do I have to, do I have to call my employer back?
[AGENT][NEUTRAL] I would, yes sir, and just tell him that you called APL and we do not have it on file.
[AGENT][NEUTRAL] Is it a new policy?
[CUSTOMER][NEUTRAL] Alright, because that's
[CUSTOMER][NEUTRAL] I've been having this car for a while. I just been, been, uh, I hadn't made me a dental appointment or, or eye doctor appointment, so I was planning since I'm off of work girl I want to go ahead and take care of that today so.
[AGENT][NEUTRAL] Sure. So, um, does the card have APL on it?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, it says medical plan, virtual care. It says my pharmacy, it says my member ID number and my employer.
[AGENT][NEUTRAL] But it does not have APL.
[CUSTOMER][NEUTRAL] He says 90 degrees in.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I can do is I can transfer you to benefits in the card.
[AGENT][NEUTRAL] Or 90 degree benefits to see if you have dental coverage through another company.
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] I'll be happy to transfer you.
[CUSTOMER][NEUTRAL] Alright, will they be able to tell me, will they be able to tell me my dental individual if I have it in another company?
[AGENT][NEUTRAL] They would. Mhm.
[CUSTOMER][POSITIVE] OK, you can definitely do that, can you?
[AGENT][POSITIVE] It would be my pleasure. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, I pray you have a blessed day.
[AGENT][POSITIVE] I hope you have a blessed day as well, Mr. [PII]. It was such a pleasure to assist you and a very [PII] to you and your family.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] You see.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Pa espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Your call may be monitored or recorded for quality assurance purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits in a card. This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hi, it's [PII] with APL. How are you doing today?
[CUSTOMER][POSITIVE] Good [PII]. Happy [PII]. How much, how about you?
[AGENT][NEUTRAL] I'm doing well, thank you. I have a Mr. [PII] with Crown Services. He is looking to get his dental policy information, and I don't have him on file.
[CUSTOMER][NEUTRAL] OK, do you have the last 4 so I could pull up his file?
[AGENT][NEUTRAL] I do not. I don't, I didn't write it down. I did try to locate him.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] By social, but it didn't come up and I don't write the socials down. I do apologize.
[CUSTOMER][NEUTRAL] No problem. You said [PII]?
[AGENT][NEUTRAL] Last name [PII]. Mhm.
[CUSTOMER][NEUTRAL] Alright, go ahead and transfer him, and we'll try to find his information.
[AGENT][NEUTRAL] All right, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] And I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. One moment, please.
[CUSTOMER][NEUTRAL] Sure
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I do have [PII] on the line and she will assist you further. Have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Hi, Ms. [PII]. Um, my name is [PII] and I will be assisting you. Happy New Year.
[CUSTOMER][NEUTRAL] Oh. May I have the last