AccountId: 011433970860
ContactId: dcd14c29-c295-4c09-a1ff-a1fb149d23d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 555000 ms
Total Talk Time (AGENT): 175996 ms
Total Talk Time (CUSTOMER): 157644 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/2025/05/27/dcd14c29-c295-4c09-a1ff-a1fb149d23d0_20250527T14:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. Um, it's [PII] calling. Um, I was just calling, um, because I, um, my recent employer was [PII], but I got hired on my boss, so I changed my, um, dental plan, and I'm calling to get the card for the new dental plan so I can update it at my dentist office today.
[AGENT][NEUTRAL] Alright [PII], before we proceed, is it possible to get a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Um, yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And you don't have any policy number information?
[CUSTOMER][NEUTRAL] Um, no, uh, uh, wait, let me, sorry, let me double check.
[AGENT][NEUTRAL] Sorry, let me double check.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Trying to.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't believe so. Wait, let me double check on this.
[AGENT][NEUTRAL] OK. What's your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, I'm not sure on the old card is this the policy number?
[CUSTOMER][NEUTRAL] 02545716
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for that. And just to verify, can I get you to verify?
[AGENT][NEUTRAL] Your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] [PII] and the mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII] and I'm showing that we have an email account on file. Can you verify that too for me, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] OK, so you are showing still active on that old plan, um, through MAU.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is your new carrier supposed to be American Public Life now that you're hired permanently? Because we normally just offer the insurance to the temp agencies unless the group's contracted with us, we don't.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh goodness, uh, let me try to look.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Cause it is showing you're still active. I mean, you're not, you can still utilize the benefits for the dental insurance.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cause you're still covered with that policy number you gave me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm trying to look at it now cause I, I just wasn't sure if it goes to the same thing or.
[CUSTOMER][NEUTRAL] Or what, so I just wanted to make sure I have the right stuff on file. Um, one second, I'm entering everything in there.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] It's OK. Take your time.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] And I'm checking benefits in the card online portal portal, so bear with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I'm on it now. Let me view where it says dental.
[CUSTOMER][NEUTRAL] Because I'm pretty sure it's the same one, but I just wanna make sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It says,
[CUSTOMER][NEUTRAL] It says MetLife.
[AGENT][NEUTRAL] OK, that's not us. We're American public life.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you want me to give you the number of benefits in the car because more than likely they're probably the ones that set you up with the new carrier. Um, they are the third party agency that had you set up through the temp agency.
[CUSTOMER][NEUTRAL] Uh, that, that's fine.
[AGENT][NEUTRAL] OK. Uh, I can transfer you. I can give you the number just to make sure that you, you know, cause you may have overlapping coverage, but like I said, you're still covered on the dental plan with us. You're not canceled as of yet. They haven't notified us. Um, but if you'd like, I can transfer you or I could just give you the number. Which would you prefer?
[CUSTOMER][NEUTRAL] Um, you can transfer me. That's fine.
[AGENT][NEUTRAL] All right. I'm gonna place you on a brief hold, Ms. [PII], while I get you further assistance. Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] No, ma'am, that was all.
[AGENT][POSITIVE] Well, thank you for calling APO. You have a wonderful day and hold please.
[AGENT][NEUTRAL] And I will make sure, get someone before I release you, um, and let them know what's going on. That way you don't have to repeat everything, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem. Thank you again for calling APL and hopefully.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[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 Card. This is [PII]. How can I help you today?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with APL. I have a mutual insured on the back line, and she's calling today cause she's trying to check and see if her dental insurance changed now that she's permanently hired through the temp agency. Um, she says she thinks it's supposed to, but I explained to her she's active in our system still and paid current, um, but she's thinking she's supposed to have different insurance.
[CUSTOMER][NEUTRAL] Um, yeah, I can inform her she may need to reach out to her HR department if she got hired on directly. Um, what's who she work for?
[AGENT][NEUTRAL] She's working for MAU.
[CUSTOMER][NEUTRAL] And do you have the last 4 of her social by any chance?
[AGENT][NEUTRAL] I do. It's [PII]. Her name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, you can transfer over for me. I can inform her who she needs to reach out to.
[AGENT][NEUTRAL] And she's been fully verified as well, and which I pretty much told her that, but I guess she's a little bit confused on why she's still active um and so forth. So here she goes and thank you for your help.
[CUSTOMER][POSITIVE] You're welcome you have a great day, OK?
[AGENT][POSITIVE] You do the same. Thanks.
[CUSTOMER][NEUTRAL] right