AccountId: 011433970860
ContactId: b0e2310e-5421-4d9a-aa75-bcf5e1faf9a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500880 ms
Total Talk Time (AGENT): 154825 ms
Total Talk Time (CUSTOMER): 84830 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/b0e2310e-5421-4d9a-aa75-bcf5e1faf9a1_20250505T18:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, um, I just got insurance through my job. I'm trying to figure out if I have a dental and vision.
[AGENT][NEUTRAL] OK, well, I can definitely let you know what coverage you have with APL. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, [PII], uh [PII].
[AGENT][NEUTRAL] Thank you for that. And do you have any of your policy numbers?
[CUSTOMER][NEUTRAL] Uh, yeah, I have the digital card in front of me.
[AGENT][NEUTRAL] Oh, OK. Um, may I have your, you said dental and vision, well,
[AGENT][NEUTRAL] Uh, let me do the dental because APL doesn't provide vision.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Oh hello. I'm sorry.
[AGENT][NEGATIVE] No, the line is breaking up really bad. I, I couldn't make out what you said. I'm sorry.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh, what did you ask me, sorry.
[AGENT][NEUTRAL] Oh, I was just asking for your dental policy number.
[CUSTOMER][NEUTRAL] I don't know which one it is.
[AGENT][NEUTRAL] Oh, OK, um.
[AGENT][NEUTRAL] It should, you said you have your digital card there. Um, it should say policy certificate number and start with a 01 or 02.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I can't find one that says 01 or 02.
[AGENT][NEUTRAL] OK, um, I can also search the policy with your full social or um your first and last name.
[CUSTOMER][NEUTRAL] OK, um, let's do that.
[AGENT][NEUTRAL] OK, whichever you prefer.
[CUSTOMER][NEUTRAL] Uh, so social it's gonna be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] What's the name of your employer?
[CUSTOMER][NEUTRAL] Uh, surge
[AGENT][NEUTRAL] And um did you say your first name was [PII] and then I missed your last name?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, so I'm gonna look under the group. Sometimes they come over without the social, so maybe that's what's happening, but you said you just signed up, like how long has it been?
[CUSTOMER][NEUTRAL] Um, it's probably been a month since they started, um, like taking the taxes for it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for everything to populate here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So everything just came up. I'm going to the last names now. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I'm not showing a policy here, but this is what I'll do. Um, let me reach out to Benefits in a car to see if they have an update or where they are with sending it over to us. You said it's been about a month?
[CUSTOMER][NEUTRAL] Yeah, for sure, at least like 2, maybe 3 weeks.
[AGENT][NEUTRAL] OK. Let me reach out to them. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Hi, good afternoon, thank you for calling Benefits in a card. My name is [PII]. Who do I have the pleasure of speaking with?
[AGENT][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from APL. How are you?
[CUSTOMER][POSITIVE] I'm good and yourself?
[AGENT][POSITIVE] I'm doing good. Um, I have a member that I'm trying to help on the other line.
[AGENT][NEUTRAL] Um, I have her employer and I have her name and her social. Um, I don't see a policy here for her, but I don't know. I'm trying to see if y'all do. Um, if not, I'll get her over to you, um, to talk about enrollment.
[CUSTOMER][NEUTRAL] Alright, did you confirm if she was the, the policy holder or if she was a dependent?
[AGENT][NEUTRAL] Yeah, she's a policyholder.
[CUSTOMER][NEUTRAL] OK, you can put it through. I have to verify anyways.
[AGENT][NEUTRAL] OK, um, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes, hello?
[AGENT][POSITIVE] Hey, thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Hello Miss [PII], my name is [PII]. I'm with benefit.