AccountId: 011433970860
ContactId: aae444c2-b9cd-4474-a357-1e4855a14ed3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301420 ms
Total Talk Time (AGENT): 173570 ms
Total Talk Time (CUSTOMER): 64850 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/aae444c2-b9cd-4474-a357-1e4855a14ed3_20250509T18:06_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] But this one, my name is [PII] really at all, but I got my thing through y'all from through [PII] She and I was trying to see. I gotta get my teeth cleaned and what kind of, what kind of dental insurance I have with y'all.
[AGENT][NEUTRAL] OK, Mr. [PII], before we proceed, is it possible to get your callback number and your full name, please, so I can assist you further.
[CUSTOMER][NEUTRAL] OK, my callback number is [PII].
[AGENT][NEUTRAL] And what was your full name again?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And do you happen to have your policy number?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] OK, spell your last name for me to make sure I have it correct so and I can do a name search.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII] [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, bear with me one moment while we pull your information up.
[AGENT][NEUTRAL] And what state are you currently located in, Mr. [PII]? What state do you live in?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. Bear with me.
[AGENT][NEUTRAL] OK, it's not coming up by name. Do you mind giving me your social to do a social search and I'm just gonna be putting it in the system.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes ma'am. OK, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what's the name of your employer, Mr. [PII]?
[CUSTOMER][NEUTRAL] I [PII].
[AGENT][NEUTRAL] I didn't catch that first part. What was it again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And they gave you American Publicly for your dental insurance?
[CUSTOMER][NEUTRAL] I pay 120 something dollars a week.
[CUSTOMER][NEUTRAL] I need to, I probably need to call the people that we cause I'm a, I'm on a, well it's uh I'm a owner operator so we got it through UTAB.
[AGENT][NEUTRAL] Through universal trucking. OK.
[AGENT][NEUTRAL] Um, OK, so that explains a lot. Let me call them, Mr. [PII]. Let me get with them and see what's going on and see if the insurance was supposed to be with us, and if not, I'll have them call you back and let you know who it's with. But if it is supposed to be with us, I can get the information that I need from them to get you in our system and then we can go from there to verify benefits. Is it OK if I contact you back before the end of the business day?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So just to recap, Mr. [PII], what I'm gonna do is call Universal Trucking, which, which is a third party that administers the, they're the agent's office, they administer these plans designed for several different insurance companies, one of us included.
[AGENT][NEUTRAL] Um, we do offer dental services, so I'm just gonna get with them and see if we should have your application or what's going on. If we should, either way, you'll be getting a call either back from myself or one of the representatives at Universal Tech Trucking to clarify who your insurance is with if it's not with us. If it is with us, we're gonna get you in the system and get you a policy number and then we'll be able to verify benefits from there.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Oh, OK then I need to call them too just to find out too to see what's going on and maybe they gave me the wrong thing.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Well, like I said, I'm gonna do the courtesy call as far as contacting them. As soon as I hang up with you, I'm fixing to give them a call. If you'd like to call them, that's fine too, but, um, I just wanted to let you know I'm gonna touch bases with them before I tell you, oh, you don't have any insurance, um, but we do receive stuff from them on a weekly basis. So I'm just gonna follow up with them and call you back and just to make sure I got your number correct, you said that was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, well, my name is [PII] and I'm in the customer service department and I will be contacting you back before the end of the business day. Is there anything else I can help you with, Mr. [PII] before you go?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Well, thank you for calling APO and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank