AccountId: 011433970860
ContactId: fa52921c-78a2-4816-94de-5b1c59539aa8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 624400 ms
Total Talk Time (AGENT): 251322 ms
Total Talk Time (CUSTOMER): 153924 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/fa52921c-78a2-4816-94de-5b1c59539aa8_20250520T18:15_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I need to see um if I have dental benefits.
[AGENT][NEUTRAL] OK, you're wanting to see if you have dental coverage with APL or not, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] This is the [PII], but my husband [PII] is the one that is the employer. He's the one that pays for it.
[AGENT][NEUTRAL] OK. So, um, if you could, so the insurance is in your husband's name?
[CUSTOMER][NEUTRAL] Yes, but it's, it's for the whole family.
[AGENT][NEUTRAL] OK, and I'm sorry, if you could give me your name again, including the spelling of it, please.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your husband's social security number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because you did say that it is in his name, is that correct? He's the primary policy holder? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, he, he's the one that um is from his job, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[CUSTOMER][NEUTRAL] I have, I know his last four digits. I don't know his full, um, social right off the bat.
[CUSTOMER][NEUTRAL] Can I give you like his employee ID number or do you have to have a social?
[AGENT][NEUTRAL] No, ma'am, I have to have the employee ID number is not going to help me to locate your policy information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what, what is his last name? You said it is different than yours?
[CUSTOMER][NEUTRAL] It's the same one as mine, yes, ma'am.
[AGENT][NEUTRAL] Oh, OK, [PII]. And then what is his first name? [PII], is that what you said?
[CUSTOMER][NEUTRAL] [PII], yes, [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So let me see if I can locate.
[AGENT][NEUTRAL] By the name, but I can't search by date of birth, but I will try the name and if there's a whole bunch of them that come up, then yes, ma'am, we'll have to have a little more information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK, I have it. He just, he just texted back and um, are you ready for it?
[AGENT][NEUTRAL] Uh, for his social?
[CUSTOMER][POSITIVE] Yes ma'am. I'm sorry about that. I didn't mean to cut you off.
[AGENT][POSITIVE] Yes, ma'am, you can
[AGENT][POSITIVE] That's OK. Yes ma'am, you can give me that.
[CUSTOMER][NEUTRAL] OK, it is
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I believe I may have located the policy, Miss [PII], so I will have to verify several things with you first for security purposes and then also any information that is provided would be a verification of benefits and not a guarantee of payment. So if you could first please verify your husband's uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Give me just a moment, please.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm sorry, thank you for your patience. Just a moment, please.
[CUSTOMER][POSITIVE] No, no problem.
[AGENT][NEUTRAL] OK, and so the next piece of information to verify with me, Miss [PII] is going to be, well, I'm so sorry, um, it's the home mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the phone number that we would have on file for Mr. [PII]?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you and then do you know his email?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I think it might be [PII].
[CUSTOMER][NEUTRAL] [PII], I think.
[AGENT][NEUTRAL] OK, that's OK. That's not what we have, but I, that's not a piece that's actually required for me to verify with you. So give me just a moment, [PII], because I'm having someone to look at some information for me.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] On this policy. So if you don't mind bearing with me just a few minutes, that would be great.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And you can go ahead and um just while I'm waiting on this other information if you please verify your date of birth for me.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so yes ma'am, Ms. [PII], um, I have located.
[AGENT][NEUTRAL] A dental policy for your husband and you and your dependent child.
[AGENT][NEUTRAL] And the policy number is 2623376.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I
[CUSTOMER][NEUTRAL] 263.
[AGENT][NEUTRAL] Oh, I'm sorry. Yes, ma'am. Go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] 262-337-6.
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And ID cards have been mailed to the address that you verified with me. They were mailed out on [PII], so you all should be receiving them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Soon.
[CUSTOMER][NEUTRAL] Well, is it, is it two different ones?
[CUSTOMER][NEUTRAL] Or is it just all in one card, do you know?
[AGENT][NEUTRAL] No, you would have separate cards for different things. Yes, and your dental will say dental.
[CUSTOMER][NEUTRAL] OK, cause I
[CUSTOMER][NEUTRAL] OK, good, because I received the first one and it's for medical and it's, it's one card but it's for medical and vision and then the pharmacy so I didn't know if we just didn't have dental or like you said we have to wait a little bit longer for the cards.
[AGENT][NEUTRAL] Right. No, ma'am, it will be on a separate card and it should have that number on there that I gave you and it should also say dental, dental on there.
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][NEUTRAL] And then there should have been some information included in the ID cards or there will be when the dental cards arrive where Mr. [PII] can set up his profile online and that way that'll give you all access to your policies with APL online as well. Now you all do not have vision with APL because that's not one of our products, that would be with someone else, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could help you with this afternoon?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] No, that is it. I appreciate that.
[AGENT][POSITIVE] Well, you're certainly welcome and thank you for your patience, [PII], while I was getting some information pulled up on the policy. So, um, well, thank you again for calling APL and I hope that you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.