AccountId: 011433970860
ContactId: bc4700b3-bea0-42cb-a343-8ff32b14c0b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290320 ms
Total Talk Time (AGENT): 109993 ms
Total Talk Time (CUSTOMER): 75114 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/bc4700b3-bea0-42cb-a343-8ff32b14c0b9_20250128T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, good morning. How are you doing today, [PII]?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Um, my name is
[CUSTOMER][NEUTRAL] I'm good, thanks. My name is [PII] and um I'm a driver for [PII]. Well, I guess it would be US One Logistics. Um, I was just calling to see, uh.
[CUSTOMER][NEUTRAL] Like what am I eligible for?
[CUSTOMER][NEUTRAL] At this moment.
[AGENT][NEUTRAL] OK, so you were calling to see what.
[AGENT][NEUTRAL] You did you say you
[CUSTOMER][NEUTRAL] Like far as general.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Like what is covered?
[CUSTOMER][NEUTRAL] Yeah, that's what I'm gonna say, yeah.
[AGENT][NEUTRAL] OK. Um, do you by chance have your policy number?
[CUSTOMER][NEUTRAL] Uh, good question, um.
[CUSTOMER][NEUTRAL] Let me see if this is it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I probably go.
[CUSTOMER][NEUTRAL] I probably don't.
[AGENT][NEUTRAL] OK, your last name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it may be 0244.
[CUSTOMER][NEUTRAL] 1178
[AGENT][NEUTRAL] OK, let me try that. Give me 1 2nd.
[AGENT][NEUTRAL] And you said 02449178?
[CUSTOMER][NEUTRAL] No 1178.
[AGENT][NEUTRAL] 11.
[AGENT][NEUTRAL] 78, let me try that.
[AGENT][NEUTRAL] All right, there we go, [PII]. Um, let me just verify your date of birth, please, and then address.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] Um, address, uh.
[CUSTOMER][NEUTRAL] Maybe [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright and then the Gmail account is what we have on file is that still good for you?
[CUSTOMER][NEUTRAL] Yeah, [PII], yes.
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So it looks like your dental plan um covers everything from preventative, basic, and major up to oral surgery.
[AGENT][NEUTRAL] Um, preventative costs, this would be your, um, cleanings that you have twice a year, X-rays, things of that nature. All of those things are covered at 100%. Your basic expenses are covered at 80%, and then major is 40%. Basic expenses are things like fillings. Major would be things like crowns, um, oral surgery, things of that nature.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, cool.
[AGENT][NEUTRAL] Did you have any other questions or?
[CUSTOMER][NEUTRAL] Oh, no, I think that's pretty much, and is it possible to uh email me a card?
[AGENT][NEUTRAL] Yeah, absolutely I can send you a card via email. Is it OK to send it to that [PII] account?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, yeah, I'll send you a card immediately, um.
[AGENT][NEUTRAL] Is there anything else [PII] I can help you with here today?
[CUSTOMER][NEUTRAL] Uh, so far that's all the questions I had.
[CUSTOMER][NEUTRAL] And if they come up, I'll call you again.
[AGENT][POSITIVE] Yeah absolutely if you think of anything give us a call OK?
[CUSTOMER][POSITIVE] OK, thank you so much for helping.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] What about you
[AGENT][NEUTRAL] Bye bye