AccountId: 011433970860
ContactId: caa8783d-ae17-4cfe-8103-2f10e85d8246
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173910 ms
Total Talk Time (AGENT): 64327 ms
Total Talk Time (CUSTOMER): 72873 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/caa8783d-ae17-4cfe-8103-2f10e85d8246_20250319T15:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Hi [PII], how can I assist you today?
[CUSTOMER][NEUTRAL] Uh, I had dental coverage uh supposed to have been taken out of this thing, and the dentist couldn't get a hold of, uh,
[CUSTOMER][NEUTRAL] Anybody to confirm coverage.
[AGENT][NEUTRAL] Do you have a policy number, [PII]?
[CUSTOMER][NEUTRAL] A policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm looking on my card here.
[AGENT][NEUTRAL] Should say policy or certain number.
[CUSTOMER][NEUTRAL] I see a member number and I see a group number.
[AGENT][NEUTRAL] What's your social?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] [PII] birth date [PII].
[AGENT][NEUTRAL] And what's a good call back number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. The email address that we may have on file for you, could you verify that?
[CUSTOMER][NEUTRAL] May [PII].
[AGENT][NEUTRAL] Thank you. And you're calling about your policy, so you do have an active dental policy that's been active since [PII], and it's currently active and I don't see that someone called to verify your benefits.
[CUSTOMER][NEGATIVE] I don't know what in the world they they done done because the wife is trying to get some dental stuff done and they, they come out they can't find anybody to contact.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I don't know. I, I, I, I, I'm not over there. I'm, I'm I'm at a truck stop, uh, trying to try and get some stuff done.
[AGENT][NEGATIVE] Got you. I could send you a, a schedule of your benefits to your email if you would like, but they definitely not telling accurate information.
[CUSTOMER][NEUTRAL] Uh, can, can they call to this number that I'm talking to you talking to you on?
[AGENT][NEGATIVE] Mhm. That's why I don't understand why they didn't call us to verify your benefits.
[CUSTOMER][NEUTRAL] Mhm, I, I know I take out all this stuff on me and the wife.
[AGENT][NEUTRAL] Right. You have, you definitely have them too, so I'm not sure why would they be telling you that information.
[CUSTOMER][POSITIVE] Alright then I'm gonna uh I'm gonna call them back and give him this number.
[CUSTOMER][NEUTRAL] And everything that that the wife knows that everything else to get them to that, uh, confirm, you know.
[AGENT][NEUTRAL] All [PII]. Is there anything else that I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, no, ma'am, you've done fine.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye.