AccountId: 011433970860
ContactId: ab2b6af8-0320-421c-bdd3-c9379afc06f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323220 ms
Total Talk Time (AGENT): 115674 ms
Total Talk Time (CUSTOMER): 122225 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/ab2b6af8-0320-421c-bdd3-c9379afc06f5_20250328T14:57_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, good morning. Um, I was calling to change my date of birth.
[AGENT][NEUTRAL] Mm, OK, um.
[CUSTOMER][NEUTRAL] Cause apparently they said it's wrong on file.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh [PII] and uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] 0259 7860.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And um I need to verify um the mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. What is, um, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it's not just one digit. OK, so um you got this through benefits in a card.
[AGENT][NEUTRAL] Through your employer.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So it needs to be fixed with them so they can go ahead and send the file over to us, especially if it's a big change like the one that is right now um because we get all the information through them, OK? So let me go ahead and uh get them on the line so you can go ahead and update that information and they can send that to us, OK? One moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] All right. And let me give you the number just in case we get disconnected or you need to call later on.
[CUSTOMER][NEUTRAL] Oh OK
[AGENT][NEUTRAL] That number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So let me go ahead and get them on the line. Go ahead. Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK, before you transfer the call.
[CUSTOMER][NEUTRAL] Um, before you do that, um, is there a way that you can send me, um.
[CUSTOMER][NEUTRAL] Send me a link or something to find um in-network, in-network dentist office around the area cause
[CUSTOMER][POSITIVE] I tried a couple of online and that I love and I'm haven't know much so far.
[AGENT][NEUTRAL] Have you tried to go to our website and put your zip code or to the Carrington website?
[CUSTOMER][NEUTRAL] I have to go on the Carrington website.
[AGENT][NEUTRAL] Either go to [PII] or go to our website and it will take you directly to Carrington website. Um, so either you can go to [PII] or [PII]. If you go to [PII], you will scroll to the bottom of that page. You're gonna see a magnifying glass with a tooth. You're gonna click on that and it's gonna take you to that page with Carrington.
[CUSTOMER][POSITIVE] OK then thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, well, thank you for calling APL. One moment while I get BIC on the line, OK, benefits in a card.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thank you for calling Benefits in the card. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Good morning. So, um, I mean apparently I mean they you guys have the wrong, um.
[CUSTOMER][NEUTRAL] Number and system in the system. I need to change that.
[CUSTOMER][NEUTRAL] OK, um, what's the staffing agency you work for?
[CUSTOMER][NEUTRAL] Uh, HD staffing, I already went with them to change, but apparently there's still no change.
[CUSTOMER][NEUTRAL] And the last 4 of your social?
[CUSTOMER][NEUTRAL] Mm, I don't have it with me. Do I need it?
[CUSTOMER][NEUTRAL] Yeah, I need the last 4 of your social to pull your file.
[CUSTOMER][NEUTRAL] Uh, what time do you guys close today?
[CUSTOMER][NEUTRAL] Um, we're open until [PII] Eastern Standard Time this evening.