AccountId: 011433970860
ContactId: c74a4939-27ab-4494-8bd6-c89c35499c3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376500 ms
Total Talk Time (AGENT): 148959 ms
Total Talk Time (CUSTOMER): 117827 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/c74a4939-27ab-4494-8bd6-c89c35499c3e_20250313T17:56_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was trying to say about open my insurance. I don't know what kind of insurance I have like basic or.
[AGENT][NEUTRAL] OK, so I can look that up and let you know. Um, do you happen to have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Give me one second, it's.
[CUSTOMER][NEUTRAL] 0257
[CUSTOMER][NEUTRAL] 4260.
[AGENT][NEUTRAL] OK, thank you and what is your name sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and do you mind if I get a callback number from you in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, and can you verify your birthday and address for me?
[CUSTOMER][NEUTRAL] Yes ma'am, birthday is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. And you said like 5?
[CUSTOMER][NEUTRAL] Yes ma'am, it's either 4 or 5.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, we have 4.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] OK, OK, yes sir, and will you also verify your email address for me?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate that. Let's see. Now you need to know what this policy is.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Now, the number that you gave me is a dental policy, um, but you also have an accident policy and a hospital indemnity policy with us.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And I can, um, do you need to speak with someone about the benefit?
[CUSTOMER][NEUTRAL] Yes, I was gonna say.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] There's like a premium thing like like can I open up my dental.
[CUSTOMER][NEGATIVE] Or to get better coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now this was issued through search staffing um through benefits in a card. I would need to transfer you over to them to see if they're if you can upgrade or not uh you know they would have to let you know about that, but I can sure transfer you and get someone on the line for you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can do for you before I transfer you?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][NEUTRAL] OK, well you have a good day, Mr. [PII], and thank you for calling APL and do hold on for that transfer and I'm transferring you to benefits and a card. um, do you need their phone number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Just in case it don't go through.
[AGENT][NEUTRAL] Yes, just in case.
[CUSTOMER][NEUTRAL] Yes, ma'am. Um.
[CUSTOMER][POSITIVE] And get into my notes and I can talk with you.
[CUSTOMER][NEUTRAL] What's that number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] All right, and do hold on and I'll get someone on the line for you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[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] Thank you for calling Benefits in a card. My name is [PII]. How can I assist you?
[AGENT][NEUTRAL] Hi, this is [PII] from APL. I have an insured on the line and he wanted to speak to someone about possibly upgrading his, uh, dental plan.
[CUSTOMER][NEUTRAL] So we only have one dental plan.
[AGENT][NEUTRAL] Oh, OK. OK. Um, do you
[CUSTOMER][NEUTRAL] They don't have um different ones to choose from.
[AGENT][NEUTRAL] Do you mind telling him that?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Thank you. um, do you need any information for him or I mean.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um, I need the name of the staff and agency that he works for as well as the last four of his social.
[AGENT][NEUTRAL] It, it's surge staffing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the last 4 [PII].
[CUSTOMER][NEUTRAL] And his first and last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK thank you and then if you want you can just go ahead and send him over.
[AGENT][NEUTRAL] OK, and I did verify all of his information is correct, so, um, here he comes and, um, if you don't mind just please tell him if he did need something from APL to call us back, um, but he was just talking about upgrading thank you here he comes.
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[CUSTOMER][NEUTRAL] Gotcha. Mhm.
[CUSTOMER][NEUTRAL] Hey, good afternoon. This is Benefits in a card. Do I have [PII] on the line?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I was telling the rep from APL that they actually only offer one dental plan.