AccountId: 011433970860
ContactId: f5abc906-c7a5-4840-8080-a55447d8d686
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391750 ms
Total Talk Time (AGENT): 122880 ms
Total Talk Time (CUSTOMER): 114049 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/f5abc906-c7a5-4840-8080-a55447d8d686_20250516T16:47_UTC.wav
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[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Um, I received a phone call from my dentist office. Uh, ours weren't verified to be able to cover anything yet, so I just wanted to make sure that there was.
[CUSTOMER][NEUTRAL] Nothing that I need to do or someone that I can contact to let them know like hey.
[CUSTOMER][NEUTRAL] I have worked the hours.
[AGENT][NEUTRAL] OK. Do you have a policy number or I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Um, I can give you my social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And you said that was for dental, is that right?
[CUSTOMER][NEUTRAL] Yeah, for my 2 kids.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yeah, it looks like we're waiting on eligibility information from benefits and a card. They're the third party vendor that notifies us, um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hey, here it is.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, we haven't received anything yet, but once that's received, then we'll automatically process the claims. Do you want to talk with me?
[CUSTOMER][NEUTRAL] OK, is that my employer?
[AGENT][NEUTRAL] Yeah, so well, benefits in a card works on behalf of your employer to send us your eligibility information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so it should, should I call them and see what's going on?
[AGENT][NEUTRAL] Uh, yeah, I can transfer you over to benefits and a card, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Then, can I just verify your date of birth and your address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK and then your callback number um in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment and I'll get you transferred over.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] staring at me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I liked it.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[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 a card. My name is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi, uh, my name is [PII]. I'm with American Public Life, and we have a mutual member on the phone. Um, we're awaiting eligibility from you, um, so I was gonna, she wanted to see how long that's gonna take, um, because she has some dental services she needs to have paid.
[CUSTOMER][NEUTRAL] Alright, I can um look at her account real quick. What was that first and last name?
[AGENT][NEUTRAL] Uh, first name or last name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that first name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I've got her social if you need that.
[CUSTOMER][NEUTRAL] Yeah just to make sure we're in the right account.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, got you.
[CUSTOMER][NEUTRAL] And then let me just look at her account.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so it looks like she's active.
[CUSTOMER][NEUTRAL] When is this, when was the service?
[AGENT][NEUTRAL] Uh, it was from [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright one second.
[AGENT][NEUTRAL] actually [PII] 16 2025.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 4:16.
[AGENT][NEUTRAL] Because we received the claim um at the end of April, but then.
[AGENT][NEUTRAL] And maybe it crossed because I've got her active through [PII]. Is that right?
[AGENT][NEUTRAL] Or is that what you show?
[CUSTOMER][NEUTRAL] Yeah, she, yes ma'am, mhm, she's, she was active that day as well. She was active the whole month of April.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, I will get this sent back through then.
[CUSTOMER][NEUTRAL] Alright, anything else I can help you with?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, that's it. Thank you so much.
[CUSTOMER][POSITIVE] Alright, thank you for calling Benefits in a card. Have a nice day.
[AGENT][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] OK, sorry about that thanks for holding. OK, yeah, I verified it is active so um through through April and then I'm gonna get this sent back through.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK awesome thank you so much. Are all the filters.
[AGENT][POSITIVE] OK. Thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.