AccountId: 011433970860
ContactId: c9c0aedd-61b3-4f61-b0bd-1f8b391d3331
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157039 ms
Total Talk Time (AGENT): 53486 ms
Total Talk Time (CUSTOMER): 65095 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/c9c0aedd-61b3-4f61-b0bd-1f8b391d3331_20250422T15:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I have a couple questions. Um, we just recently signed up for this policy, and, um, dental insurance just came effective this month, and I was wanting to know, um, so on our policy we do not have any orthodontics, um, do you guys offer that? Is it something that we could add or how does that work?
[AGENT][NEUTRAL] OK, are you the policy holder?
[CUSTOMER][NEUTRAL] Yes, well, me and my husband, my husband is.
[AGENT][NEUTRAL] OK, you
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 02604339.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] spell your first name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII]. OK. Thank you, [PII]. One moment.
[AGENT][NEUTRAL] And [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm looking at the policy schedule orthodontic is not covered, so it cannot be added.
[CUSTOMER][NEUTRAL] OK, um, do you guys offer those policies or no?
[AGENT][NEUTRAL] So it's a group policy so each employer chooses their own benefits.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] We do not choose the benefits.
[CUSTOMER][NEUTRAL] Right, so we chose this, well, actually we're private we um.
[AGENT][NEUTRAL] Well, I know he's a trucker, but it's yeah he's an independent trucker, but the policies are kind of like through a group, so they're not individual.
[CUSTOMER][NEUTRAL] Well, I don't know.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And so this is the policy that was offered to the truck drivers.
[CUSTOMER][NEUTRAL] Oh, OK, got you.
[CUSTOMER][NEUTRAL] Got you. OK, uh.
[AGENT][NEUTRAL] Through UTBA. Mhm.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Yeah, through UTBA this is the policy that was offered through UTBA.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All right, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.