AccountId: 011433970860
ContactId: fa37d519-b674-468a-bc0b-5b3be921d4a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 658130 ms
Total Talk Time (AGENT): 316652 ms
Total Talk Time (CUSTOMER): 178438 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/fa37d519-b674-468a-bc0b-5b3be921d4a0_20250508T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling about my health insurance.
[AGENT][POSITIVE] OK, yes ma'am. How can I help you today?
[CUSTOMER][NEUTRAL] I was trying to see if I can activate it so I can use it.
[AGENT][NEUTRAL] OK. Are you, so you're wanting to find out if your policy is active or not?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry. What was the name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] 02613989.
[AGENT][NEUTRAL] OK, Ms. Happy, thank you. Give me a moment to get your information pulled up and I will have to verify several pieces of information with you first for security, and any information provided today would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and your full social security number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, Miss [PII], so that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So with this dental policy that you have with us is through your employment with 10 staff, is that correct?
[CUSTOMER][NEUTRAL] Yes, I think it's called [PII], I think.
[AGENT][NEUTRAL] OK, so a couple of things. So your policy is showing as active, Miss [PII], so you can use it. Now, when you received your information about setting up your, well, with your ID cards and setting up your profile in our portal, call the online service center. Before you're gonna be able to do that, you are going to need to speak to Benefits and a card, which is the company that you enrolled with.
[AGENT][NEUTRAL] Because there is a discrepancy on your date of birth and I cannot change that they will have to change that so it will update in our system.
[AGENT][NEUTRAL] But again, you said your date of birth is [PII].
[CUSTOMER][NEUTRAL] Yes, what they have it as.
[AGENT][NEUTRAL] They have you a lot older than that. Your date of birth in our system is showing you were born in [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Oh no
[AGENT][NEUTRAL] So, according to what I have at the moment, Ms. [PII], you're [PII] old.
[CUSTOMER][NEUTRAL] Oh no, you have the benefits in the card number?
[AGENT][POSITIVE] If you see so, no. I do, and I'm gonna give you that and I can also transfer you to them.
[AGENT][NEUTRAL] But their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And give me just one second.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[AGENT][NEUTRAL] And let me, I've got to make a note about your date of birth. Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does it cover braces?
[AGENT][NEGATIVE] No, ma'am, it does not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There is no orthodontics, and again, any information provided, there's a verification of benefits and not a guarantee of payment, but no, ma'am, it does not have any ortho benefits on it. This is for basic and preventative services only.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes ma'am, once they get your date of birth corrected and that information submitted over to us which will take a few days, um, then you'll be able to set up your profile in the online service center so that you can also have access to all of your information online as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So would you like for me to connect you over with Benefits and a card?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Well, is there anything else, Miss [PII], that I could help you with this morning?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well then, thank you so much for contacting APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] All right. You're welcome. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[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][NEUTRAL] Thank you for calling Sick English. Please wait for the next available agent. You are the next caller in line. You may press the star key at any time to leave a voicemail.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits in the Cart. My name is [PII]. May I have your name, please?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII]. How are you today?
[CUSTOMER][POSITIVE] Hello, [PII]. I'm doing OK. How, how are you doing?
[AGENT][NEUTRAL] I'm doing fine, thank you. So, I have a, um, an insured on the line and she's needing to get her date of birth corrected because it is definitely not correct based on the information she has provided for me. She's a lot older on the system than she actually is in real life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, her last name, well, her name is [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the last 4?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and the last four of social is [PII].
[AGENT][NEUTRAL] And she is with temp staff.
[CUSTOMER][NEUTRAL] And stuff.
[CUSTOMER][NEUTRAL] You can put her on the phone if you want to.
[AGENT][NEUTRAL] OK, so yes, ma'am. So what do you show as her date of birth in your system?
[CUSTOMER][NEUTRAL] OK. Give me a minute. I'm trying to get her here.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] System is kind of crazy today.
[AGENT][NEUTRAL] 001 of those days. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I got here, [PII].
[AGENT][NEUTRAL] OK, so for whatever reason.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, we have [PII].
[CUSTOMER][NEUTRAL] OK, sorry.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] Um, yes, we got [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me check. OK. Yes, it was changed on
[AGENT][NEUTRAL] And is there a way?
[CUSTOMER][NEUTRAL] So what day was this? [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And let me see who changed it. I think it was her.
[CUSTOMER][NEUTRAL] Because it was [PII].
[AGENT][NEUTRAL] But shouldn't we, yeah.
[CUSTOMER][NEUTRAL] And on another.
[AGENT][NEUTRAL] Shouldn't we have received a file to update that information already?
[CUSTOMER][NEUTRAL] Well, I think so. Uh, we don't, but I don't do that. I'm a customer service, uh, that should be the, the account.
[AGENT][NEUTRAL] Can you just
[AGENT][NEUTRAL] Right. If you could just check on that because APL is still showing the [PII].
[CUSTOMER][NEUTRAL] OK, yes, and let me do that and I will send an email to the a.m. for her to correct that and to communicate with you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, awesome, but if you'll just verify with the member that you all do have it correct and that you're gonna be getting that information over to APL so that our system can be updated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. Uh, let me do that. And uh before I let you go, your trip, right.
[AGENT][NEUTRAL] OK, alright, [PII].
[AGENT][NEUTRAL] Yes, uh-huh. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, [PII]. Perfect. So, uh, be sure I'm gonna this information today yeah and you can put this on.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, well, perfect. Thank you so much and it was nice speaking to you, [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Wonderful day. Thank you for calling us. Mm bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.