AccountId: 011433970860
ContactId: c297a03c-98f2-42e6-8d3d-360671f157eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313570 ms
Total Talk Time (AGENT): 132791 ms
Total Talk Time (CUSTOMER): 99113 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/c297a03c-98f2-42e6-8d3d-360671f157eb_20250226T23:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good evening. Um, I had a question regarding dental coverage plans.
[AGENT][NEUTRAL] OK, and what is your name and your policy number?
[CUSTOMER][NEUTRAL] Uh, the policy the employee ID number is D46400289.
[AGENT][NEUTRAL] OK, and then what is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII], but the employee's name is under my husband. His name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the policy number is D46400289?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] Let me see if I can pull this policy up, and it's [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. And then can you verify the address, the phone number and email address that we have on the policy?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. The phone number on file, I believe is [PII] and the email address is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information for me.
[AGENT][NEUTRAL] OK, let's look at the policy. And you were calling about the dental policy, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what kind of questions do you have about this policy?
[CUSTOMER][NEUTRAL] Um, I, I was wondering if I was in the policy as well, or if it was just for my husband. And I also wanted to know what plan we had, if it was MetLife.
[AGENT][NEUTRAL] No, um, you are on the policy and it's not MetLife. This is a dental policy that's through American Public Life.
[CUSTOMER][NEUTRAL] American public.
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] APL OK. And do I need like a number or?
[CUSTOMER][NEUTRAL] Like an ID
[AGENT][NEUTRAL] Um, let me see if
[CUSTOMER][NEUTRAL] To present at the dentist?
[AGENT][NEUTRAL] Let me see if if they issue cards.
[AGENT][NEUTRAL] Let me check real quick for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I can order a card to be mailed to your home address.
[CUSTOMER][POSITIVE] Yes, please, that would be great because we uh we didn't receive one.
[AGENT][POSITIVE] OK. All right. Yes, I can make sure that you get one.
[AGENT][POSITIVE] Let me order that right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Tell me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got that card ordered to be mailed to the home address.
[CUSTOMER][NEUTRAL] OK. And would you know any providers around my area that take this insurance?
[AGENT][NEUTRAL] Um, I can refer you to our website. Let me give you the website that you can look at and you can search for a provider there.
[AGENT][NEUTRAL] It is
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. It's [PII].
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Like [PII]. Once you go in there, you'll go in the search bar and you're gonna put in provider.
[AGENT][NEUTRAL] And when you push enter it'll bring you to another page and then you're gonna click provider resources.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's, it goes by your zip code once you put your zip code in, it'll pull all the providers that are in your area.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] OK. Well, that's pretty much it. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a good rest of your, your night, um, Ms. [PII], and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Thank you. Have a good day. Thank you.
[AGENT][NEUTRAL] You too bye bye.