AccountId: 011433970860
ContactId: edd85549-8129-4a7e-955e-fb7b1c886ea9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255039 ms
Total Talk Time (AGENT): 139469 ms
Total Talk Time (CUSTOMER): 67819 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/edd85549-8129-4a7e-955e-fb7b1c886ea9_20250408T12:33_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] I'm good and yourself?
[CUSTOMER][POSITIVE] Good, good. I am calling to make sure I still have dental coverage with you guys.
[AGENT][POSITIVE] Good. How can I.
[AGENT][NEUTRAL] OK, so, uh, you're wanting to find out if you just, if you still have the active dental coverage with APL is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what's a good callback number for you, please?
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, policy number, OK, 02.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 35.
[CUSTOMER][NEUTRAL] 61997.
[AGENT][NEUTRAL] OK, thank you. If you'll give me just a couple of moments to get your information pulled up please, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], the information I do provide will be a verification of benefits and not a guarantee of payment. I will need to verify several things with you for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. The phone number we have for you is also the same as the one that you gave me, so that is your best contact number, is that correct? Alright, thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm not sure which one I gave you. It might be [PII].
[AGENT][NEUTRAL] OK, yes sir, that is the one that we show on file for you. So thank you for verifying everything. So yes, sir, I see that this is through your employment great wide Truckload, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] And yes, sir, your policy is still active.
[CUSTOMER][NEUTRAL] OK, now um.
[CUSTOMER][NEUTRAL] Is there like a umbrella of certain dentist office that you use or you just go to any dentist office?
[AGENT][NEUTRAL] You can use any on this particular plan you are not in a network, so yes sir you may select any provider to go to just present them your APL information and they will call us to verify any additional information that they need.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK, cool, thanks.
[AGENT][NEUTRAL] Alright, and then I can see too that you are also set up Mr. [PII] on our portal in the online service center where you can log in to have access to your ID cards and policy information. So that's another way that you would be able to see also that your policy is still showing as active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, can I help you with anything else this morning, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] I'm good I appreciate you.
[AGENT][POSITIVE] Well, you are certainly very welcome. It's my pleasure in speaking with you this morning and thank you for calling APL. I hope you have a wonderful and safe day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] Oh wait a minute, nope, got one more question.
[AGENT][NEUTRAL] Yeah yeah
[AGENT][NEUTRAL] Oh, yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] I'm, I'm, I'm sorry. And I'm the only one on that policy or, or is it me and my wife?
[AGENT][NEUTRAL] No, sir. Currently, it is only for you.
[CUSTOMER][NEUTRAL] Just you, OK, cool, OK.
[AGENT][NEUTRAL] Yes sir, alright.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're very welcome. So again, if that's all I can help you with, thank you for calling APO. Have a wonderful day.
[CUSTOMER][NEUTRAL] Alright you too man.
[AGENT][POSITIVE] Yes, sir. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.