AccountId: 011433970860
ContactId: e806cd7c-547b-45a6-9831-549aee6c4ee7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186270 ms
Total Talk Time (AGENT): 87355 ms
Total Talk Time (CUSTOMER): 63820 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/e806cd7c-547b-45a6-9831-549aee6c4ee7_20250619T21:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], how are you doing today?
[AGENT][NEUTRAL] Uh, how are you?
[CUSTOMER][NEUTRAL] I'm just calling to see if I'm um.
[CUSTOMER][NEUTRAL] On the plan itself because I just received the group voluntary dental. I just wanna see if I'm uh enrolled.
[AGENT][NEUTRAL] Oh, you want to see if the policy is active?
[CUSTOMER][POSITIVE] Yes, I'm sorry about that. Yes, I just wanna see if I um if I'm active.
[AGENT][NEUTRAL] No, no, no, you're fine.
[AGENT][NEUTRAL] Sure, yeah, I can check that for you um what was your name?
[CUSTOMER][NEUTRAL] It's, uh, [PII].
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's uh 02639282.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you. Looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] It's uh, sorry about that, Mr. [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that. OK, yes, so this policy is active, uh, it's been effective since [PII] of this year.
[CUSTOMER][NEUTRAL] OK, and then when does, when does it expire or what do I do if it, if I go in and then.
[CUSTOMER][NEUTRAL] They needed more information. Just give them this, this coverage little card?
[AGENT][POSITIVE] Yeah, absolutely, and if they have any questions for us, uh we can send them information regarding what procedures are covered, things like that, or they can give us a call.
[CUSTOMER][NEUTRAL] OK. And then, um, uh, what is the dental place I can go to? I just wanna find out.
[AGENT][NEUTRAL] Sure, so this policy doesn't have, uh, anywhere it could poten excuse me, it could potentially be used anywhere, um, if you wanted to call around, uh, I would do that just tell them that you have coverage with APL. Uh, the policy does participate in the Carrington PPO network or if you prefer, we do have a search tool on our website. It's [PII], and you could put in a city, state, or zip code and find providers in your area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. I really, really appreciate that.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you so much. Thank you for everything. You answered all my questions. Just wanna make sure that I was active.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Definitely I understand well I appreciate you calling. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.