AccountId: 011433970860
ContactId: b0588624-85ab-4433-9d32-d65446dffe91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326109 ms
Total Talk Time (AGENT): 115011 ms
Total Talk Time (CUSTOMER): 82879 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/b0588624-85ab-4433-9d32-d65446dffe91_20250527T13:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Benefits in a card. Um, I have a member on my line, um, saying that they went to the, to the dentist office and they're not showing any dependents in the system for them, and I just wanted to confirm to you if that was correct or maybe they called the wrong number.
[AGENT][NEUTRAL] OK. Um, what, uh, do you have their APO policy number?
[CUSTOMER][NEUTRAL] Um, I don't, I have their, I have all the other information though.
[AGENT][NEUTRAL] OK. Um, just in case we get disconnected, what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, um, what's their social? I can look it up that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Alright, give me just a.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And what's the name of the insured?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I was able to locate where his uh dental policy. I am showing him as individual coverage beginning [PII] or [PII]. So is he supposed to have dependents?
[CUSTOMER][NEUTRAL] Yes, he is, um, I have.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, because I have from his coverage starting on [PII] to be employee plus family.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] I can get it correct
[AGENT][NEUTRAL] Is it just his dental policy that sets the employee plus family or any of his other policy?
[CUSTOMER][NEUTRAL] Um, his.
[CUSTOMER][NEUTRAL] Term life and medical as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh goodness. OK. I can't get into my big login, so you're gonna have to give me.
[AGENT][NEUTRAL] Just a second.
[CUSTOMER][POSITIVE] No worries, I'll reach out to our, no worries, I'll go ahead and reach out to um our support on the floor that we usually uh go through that way they can do it that way um I just wanna make sure to see if they're on there or not, but I'll definitely get that fixed through through our end.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] OK, perfect. Yeah, they're not listed right now. Uh, I'm not showing any of it. Let me double check.
[AGENT][NEUTRAL] Well, it's showing family coverage, but there's no dependents listed. So we do have, I have.
[CUSTOMER][NEUTRAL] And they had called and.
[AGENT][NEUTRAL] Um, his dental as family, his hospital indemnity, and his accident, all listed as family.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then I have his GTL listed as couples.
[AGENT][NEUTRAL] And then, you know, his short term disability is individual.
[AGENT][NEUTRAL] Let me see if we have any dependents listed in any of the.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I don't have any dependents or the spouse listed in the policy, but like the coverage type selected is family for his dental, but we just don't have the spouse and uh children listed on here yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, because he did that back on the [PII], so I, it's been um a couple of days already.
[CUSTOMER][POSITIVE] Um, OK, no worries, I'll go ahead and let them know and then I'll reach out to my support and have them reach out to you guys to get that fixed, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, awesome. Was there anything else I can do for you, [PII]?
[CUSTOMER][POSITIVE] Nope, that's it thank you so much you have a great day.
[AGENT][POSITIVE] You too as well. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.