AccountId: 011433970860
ContactId: f2d9d608-d095-4215-a5ac-bc7363634be1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263209 ms
Total Talk Time (AGENT): 151078 ms
Total Talk Time (CUSTOMER): 99245 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/f2d9d608-d095-4215-a5ac-bc7363634be1_20250203T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] and billing. How are you?
[AGENT][NEUTRAL] I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. Hey, Mr. [PII]. I'm good. How are you?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] I'm good. So I have a Mr. [PII] on the phone. He's wanting to get a new ID card and had some questions about uh dental policies.
[CUSTOMER][NEGATIVE] I just took a payment from for another policy and he had these questions that I cannot answer.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Oh, I hope I can. OK, what's his number, dear?
[CUSTOMER][NEUTRAL] All right. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The cows today have been
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Just horrible calls. I mean, things that I'm just like stumped at and like, I don't know.
[CUSTOMER][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] I'm glad I'm not the only one that gets stumped. I'm gonna, let me get him over to you though because he hung up before because it took, took us too long.
[AGENT][NEUTRAL] Oh my lord.
[AGENT][NEUTRAL] Oh God, now he wants, he wants an ID card and to ask about a dental policy.
[CUSTOMER][NEUTRAL] He's
[CUSTOMER][NEUTRAL] A dental, yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'm gonna introduce you just one second.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes. Hi, I have [PII] on the phone in our customer service department and she's gonna help you further with that ID card and the questions about the dental plans.
[CUSTOMER][POSITIVE] OK. All right, have a great day, Mr. [PII]. Thanks for calling ATL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Good morning, Mr. [PII]. This is [PII] in customer service. How are you, sir?
[CUSTOMER][POSITIVE] Oh, pretty good.
[AGENT][NEUTRAL] Good, good, good. So our Ms. [PII] tells me you're calling today for an ID card for your accident policy. Is this correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, here we do not have ID cards for our accident plans. What it is you just provide the you give the provider your policy number and they in turn call APL and verify your benefits.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, uh, what about the, uh, how does that dental plan work?
[AGENT][NEUTRAL] OK, now I'm not sure that you have dental with us.
[CUSTOMER][NEUTRAL] No, I don't. I'm just saying how does it work, uh, how much, what's the price?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Well, we, we no longer sell to individuals, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not even sure that we sell that product anymore, uh, you know, it's just people who had it in the past.
[AGENT][NEUTRAL] Um, but yes, so we, we, we do not sell to individuals.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][POSITIVE] OK, OK, no problem.
[CUSTOMER][NEUTRAL] Alright, that's it.
[AGENT][NEUTRAL] All right. And do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, I think it's what, uh, 634 something I don't know, I don't have it handy.
[AGENT][NEUTRAL] 634-206 yes sir and you would need to give them that number, have them call our [PII] number.
[AGENT][NEUTRAL] And they would uh click on the queues uh the claims queue to talk with someone in claims to get your benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh, I'm here, Mr. uh Mr. [PII]. I thought maybe you just need a minute to write something down.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. So, Mr. [PII], um,
[CUSTOMER][NEUTRAL] She such.
[AGENT][NEUTRAL] We do have an online service center where you can set up an account for yourself and on that online service center you can submit claims you can do the status of claims and different things like that. I can give you that and the website for that and I can assist you with setting it up if you'd like to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um, not at this time. I'll do that later.
[AGENT][POSITIVE] OK. Well, you're certainly welcome to give us a call back if that's something you're interested in.
[CUSTOMER][POSITIVE] OK ma'am thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else, Mr. [PII], we can assist you with today?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] Well, thank you for calling APM sir. We hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK ma'am alright.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.