AccountId: 011433970860
ContactId: b8c72354-de56-4883-b4f1-fca9a8ab5a95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352540 ms
Total Talk Time (AGENT): 163671 ms
Total Talk Time (CUSTOMER): 136523 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/b8c72354-de56-4883-b4f1-fca9a8ab5a95_20250325T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, how you doing today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] I was, I was calling because um I was looking for a dental um benefits. Is this the right number?
[AGENT][POSITIVE] Yeah, I can look over those benefits for you. Let's see, um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII], my last name [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I'm saying I don't have, uh, I'm looking to uh get dental insurance.
[AGENT][NEUTRAL] Oh, I'm sorry. OK, I completely misunderstood. I thought you had an existing policy. I'm so sorry about that. OK, so you, you don't currently have a policy with us?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so unfortunately we don't offer any individual coverages [PII], it would be through an employer, um, so you can ask your employer.
[CUSTOMER][NEUTRAL] Yeah, it's still my, it's still, it's still, it's still, yeah, it's through my job that I got it through my uh through my job. I basically got the packet, the benefits card packet through my job and basically I seen your number on here, so I called.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so, um, have you enrolled already or were you just kind of wanting to check it out?
[CUSTOMER][NEUTRAL] I, I wanted to, I want, uh, basically I was asking, I'm trying, I want to enroll but um I'm, I'm trying to figure out the steps cause I don't know what I'm doing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I understand, um, so with enrollment, um, again that would be all through your employer, um, who, who are you employed with?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, partners personnel.
[AGENT][NEUTRAL] Could you spell that for me? I could try to search that group.
[CUSTOMER][NEUTRAL] P A R T N E R S.
[CUSTOMER][NEUTRAL] Personnel, uh P E R S O N N E L.
[AGENT][NEUTRAL] Partners personnel. OK, give me just a moment let me try to find them.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But as far as enrollment is concerned, that is going to be all through them or like an HR department, um.
[AGENT][NEUTRAL] And then as far as benefits.
[CUSTOMER][NEUTRAL] Do I have to wait till next year?
[AGENT][NEUTRAL] Um, that is going to be whenever they would say that's OK, um, so if you had recently been hired, typically, you know, of course you're gonna be able to enroll then, um.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, I only been only, yeah, I started working the job at [PII].
[AGENT][POSITIVE] OK, yeah, so they usually have, um, you know, if it's like a specific amount of time you have to be there before you're able to enroll, um, then yeah, you should be able to, um, all of that information is going to be through them. I do believe I found them and I believe they are with our partners benefit and the benefits and a card. Does that sound familiar at all?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, OK, awesome, OK.
[CUSTOMER][NEUTRAL] Uh, you said, you said, yeah, benefits in the car, yes.
[AGENT][NEUTRAL] OK awesome yes so uh we are partners with them um so I can transfer you to them if you'd like some more information regarding those policies, but I do believe enrollment would be through your provider.
[AGENT][NEUTRAL] But I can still give you their information if you'd like.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a moment let me get that for you.
[CUSTOMER][NEUTRAL] Oh, it say enrolled today by calling Partners care.
[AGENT][NEUTRAL] Partners care I'm not familiar with them.
[CUSTOMER][NEUTRAL] Yeah, yes, it, it basically say created by benefits in the car to comply with the minimum essential coverage requirements of the Affordable Care Act.
[CUSTOMER][POSITIVE] If they enroll today. But I just left my, I just left my temp agency and they just gave me this little packet full of benefits in the card and stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, yes, so let me go ahead and get you with them um and they'll be able to direct you further hopefully they can go ahead and just get you enrolled uh on their own so I can give you that phone number, uh, and then I can transfer you um or I can just transfer you what would you prefer?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, what's the phone number? And you can, and you can transfer me afterwards.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course, OK, so that phone number is [PII].
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] sure.
[CUSTOMER][NEUTRAL] OK, hold on right quick, uh.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes. Yes, uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] That's it. Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome um I will go ahead and just put you on a hold while I get them on the line for you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Alright thank you I hope you have a great rest of your day bye bye.
[CUSTOMER][NEUTRAL] You, you too.
[AGENT][POSITIVE] Thank you.
[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