AccountId: 011433970860
ContactId: cfd4c849-1886-4ba2-b5f8-88794e51050e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383980 ms
Total Talk Time (AGENT): 170888 ms
Total Talk Time (CUSTOMER): 159236 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/cfd4c849-1886-4ba2-b5f8-88794e51050e_20250108T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm a member of
[CUSTOMER][NEUTRAL] The group and I never, I just need to get some information uh about my my dental. I don't, I don't, I need, I need a dental card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh I don't know who my vision people is and I've been uh working for this company for over a year, and I tried to get some uh fany glasses at the vision store.
[CUSTOMER][NEUTRAL] And I, and I used to be with Superior on my vision, but uh now and changed. They said I was supposed to be with VP VSP but I've been, they can't verify me through my through my uh Social Security anything so I don't know who my vision.
[AGENT][NEUTRAL] Oh goodness. OK, yeah, we don't offer vision, um, so it would not be us. um, I'm sorry they're giving you a runaround like that. Um, they should be able to tell you who your vision's through, um, but I can get those dental cards to you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] So I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII], uh, yeah, [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Alright, uh, [PII], uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh yes, I do right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where, where my, uh, you talking about my employee name, I mean, my employee number, ID?
[AGENT][NEUTRAL] Um, I don't think that would be it. Um, I'm not quite sure what you're looking at if you don't have a card. Um, I could start using your social if that's easier.
[CUSTOMER][NEUTRAL] Yeah, I got an MAU card.
[CUSTOMER][NEUTRAL] Yes, uh, 4,
[CUSTOMER][NEUTRAL] 465257026
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment, that's what's for dental.
[AGENT][NEUTRAL] Alright, just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]. I was born in [PII].
[AGENT][NEUTRAL] Alright thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] Uh, I guess in my, uh, I don't know if it changed. I got WW I mean.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, so I do have that, but it does have a [PII]. in front of it. Is it supposed to have that?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, OK, just wanted to make sure all right I appreciate you verifying that information [PII]. um, now I can, uh, did you want me to just email these cards to you?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Well, you can email it to me and I go get rent off.
[AGENT][NEUTRAL] I can have a
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You said you can email me the cards?
[AGENT][NEUTRAL] I can, yes sir. I can have a paper copy sent to you as well if you'd like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh yes, please do that.
[AGENT][NEUTRAL] OK, you want me to do both?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right. Um, and then.
[CUSTOMER][NEUTRAL] So if you email it I excuse me, if you email it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Could I, could I take it and get it, get it, uh, a print out?
[AGENT][POSITIVE] Of course, absolutely.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, OK, you, you can just email it then.
[AGENT][NEUTRAL] OK, and to this uh the [PII]. um that the gmail account?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, alrighty, yes sir, I'll get that sent to you now. I should get it here in just a few minutes. Was there anything else I should I could help you with?
[CUSTOMER][NEUTRAL] So you're sending them, you're sending the medical, I mean, you're sending the dental, dental vision?
[AGENT][NEUTRAL] We don't offer vision James I'm not sure who that might be through um this is for your dental. You do have medical with us as well. Did you want me to send you that too?
[CUSTOMER][NEUTRAL] Who
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh yes, please just send everything cut, yeah, yeah, see what you see what you guys have, but is it, how, how could I find out who my vision people provided are.
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, I would say through the only person that would know would really be your employer, um, it sure sounds like they're giving you a run around. um, I'm not quite sure. I apologize. I just know that's not a service that we offer.
[CUSTOMER][NEUTRAL] OK, uh, so, uh.
[CUSTOMER][NEUTRAL] Oh yeah, now I, I could call, uh, could you guys, they say when we got done right here you guys can, uh, transfer me to uh benefits in the car.
[AGENT][NEUTRAL] I can yeah, would you like me to transfer you to them?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, when you get done.
[AGENT][NEUTRAL] OK, yes sir, one moment.
[AGENT][NEUTRAL] OK, so I went ahead and just sent your uh dental. I can go ahead and uh get that number for you while I send the other information. um, let's see, I will go ahead and give you their phone number too just in case there's a disconnect, um, so you have that phone number. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, is the name that they say the name of, uh, the name called Carrots and uh you know or something.
[AGENT][NEUTRAL] Um, so this, I'm with APL, that is, uh, who your dental is through. This plan participates in the Carrington PPO network.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, did you want me to go ahead and transfer you now [PII]? Did you have any other questions for me?
[CUSTOMER][POSITIVE] No, ma'am. I sure appreciate it.
[AGENT][POSITIVE] Alright, well, yes sir, thanks for giving us a call. I hope you have a great rest of your day. I'm just gonna put you on a brief hold while I get them on the line for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Your call