AccountId: 011433970860
ContactId: e3f06e4a-fecc-40f5-905f-14c2693f9472
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335600 ms
Total Talk Time (AGENT): 99222 ms
Total Talk Time (CUSTOMER): 94675 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/e3f06e4a-fecc-40f5-905f-14c2693f9472_20250407T16:16_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, how you doing there? My name is [PII]. Um, I work for a company that's, I guess you guys, uh, service with benefits.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I was trying to see, I've been on the phone with several people, um, I was trying to see, do you guys cover, well you guys do cover dental.
[CUSTOMER][NEUTRAL] But it was braces.
[CUSTOMER][NEUTRAL] I was trying to see if you guys cover with braces.
[AGENT][NEUTRAL] OK, um, Mr. [PII], may, may I have a callback number just in case we get disconnected and the policy number.
[CUSTOMER][NEUTRAL] Yes, uh, I don't have my policy number right now, but call back number is [PII].
[AGENT][NEUTRAL] OK. And how do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yeah thank you one moment.
[AGENT][NEUTRAL] You said the first name is [PII]?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] OK, let me have the spelling of the last name one more time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's your employer?
[CUSTOMER][NEUTRAL] Integrity trade solutions.
[AGENT][NEUTRAL] Do you mind providing me the social so I can pull your information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, that's [PII].
[AGENT][NEGATIVE] Yeah, I'm having a little bit of trouble, um.
[AGENT][NEUTRAL] Hearing you. Can you repeat that number [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No [PII].
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII] yes.
[AGENT][NEUTRAL] I'm not pulling you in our system, Mr. [PII].
[CUSTOMER][NEUTRAL] So I don't, I don't believe I enrolled yet. I was enrolling, um, but I was just trying to put you guys back.
[AGENT][NEUTRAL] Oh, you're trying to enroll. Gotcha. OK. Yeah.
[CUSTOMER][NEUTRAL] Yes, I was trying to see if you guys covered uh braces.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Tray service let me see what they're offering.
[AGENT][NEUTRAL] OK, Be course yeah I, I see. OK, no braces are not gonna be covered under this dental policy for this group.
[CUSTOMER][NEUTRAL] Do you guys have any group? Do you guys have a group that I can, uh, roll in that cover braces? I mean, I already have braces. I was just trying to um.
[AGENT][NEUTRAL] No, we don't have any of our products. Mm mm, we have any, we don't have any products that covers um braces.
[CUSTOMER][NEUTRAL] Um, so I'll pay out of pocket.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, we don't offer that service.
[CUSTOMER][NEUTRAL] OK, um, do you recommend anybody?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm not really sure who offers that benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know we don't, but I'm not really sure who else will probably offer that service.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, I like it.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] All right, thank you, dear.
[CUSTOMER][NEUTRAL] Um, no, not for the most part.
[AGENT][POSITIVE] All right. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] You're welcome. Bye-bye.