AccountId: 011433970860
ContactId: 07b6c78c-3e03-4820-8c60-088e6173ae41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556799 ms
Total Talk Time (AGENT): 202069 ms
Total Talk Time (CUSTOMER): 147433 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/07b6c78c-3e03-4820-8c60-088e6173ae41_20250312T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. Um, I'm already a member. I needed two things today. I needed to change my um address and I needed to um.
[CUSTOMER][NEUTRAL] See about, I needed some information on the dental and vision.
[AGENT][NEUTRAL] OK, alright, [PII], I can help you with your address change and give you information on your dental, um, can you please give me your policy number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK, uh, let me look, let me see if I know that.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] If you don't know it, I can look it up with your social.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, that's fine. You can, you can use my social. Um, are you ready?
[AGENT][NEUTRAL] OK, what is that? Yes, sir.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me find your policy real quick.
[AGENT][NEUTRAL] OK, [PII], I think I have your policy pulled up. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, uh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and then what is the address, phone number and email address that we have on the policy now for you?
[CUSTOMER][NEUTRAL] Uh, the address is [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Uh, what's that apartment? I can't remember that I could get it. Hold on one sec, uh, but it's [PII], um.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] You could tell.
[AGENT][NEUTRAL] And then your email address please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]. Uh, the email address is the one, [PII], and the number is [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Thank you I appreciate you verifying that policy for me, and if we get disconnected, [PII], is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, good. OK, first let's go ahead and get your address changed. Can you give me the address you want to change to?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] F
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me get that updated real quick.
[AGENT][NEUTRAL] Just call me just a sec.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] OK, I've got your address updated for you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Needed to know information about your dental and your vision policy. Uh, we do have your dental policy, but we do not have your vision policy.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Oh, that's OK. And what did you?
[CUSTOMER][NEUTRAL] Well, I'll just get the info on the dental.
[AGENT][NEUTRAL] OK, what did you need to know about your dental?
[CUSTOMER][NEUTRAL] Uh, I'm trying to, so, um, I needed to know is it a, uh, um, a PPO or HMO?
[CUSTOMER][NEUTRAL] Cause when I'm calling around, that's what they're asking me is it before they not? OK.
[AGENT][NEUTRAL] No, it's the.
[CUSTOMER][NEGATIVE] It's neither.
[AGENT][NEUTRAL] No, it's not either, but let me give you our website that way you can search for providers in your area that carry this insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] You just let me know when you're ready.
[CUSTOMER][POSITIVE] All right. I'm ready.
[AGENT][NEUTRAL] OK, so you're gonna go to [PII].
[AGENT][NEUTRAL] That's like [PII].
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK.com.
[AGENT][NEUTRAL] [PII] so all together [PII].
[AGENT][NEUTRAL] Once you get on the website in the right hand corner you're gonna uh search for provider you're gonna type in provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then after you push enter it's gonna take you to another page and you're gonna choose provider resources.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And after you get into provider resources then you're gonna select search for provider.
[AGENT][NEUTRAL] And you can put your zip code in there and once you put your zip code in there, it'll pull all the providers that are available in your area.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that sounds good. And all right, and is there any kind of way I can get the cards um sent to this address?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or they don't do that?
[AGENT][NEUTRAL] Uh, let me look and see real quick.
[AGENT][NEUTRAL] Let me look and see.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Yes, I can order for cards to be mailed to your new home address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me um go in there real quick.
[AGENT][NEUTRAL] Oh, let me give you your policy number because you didn't know that it's 250.
[AGENT][NEUTRAL] 1322.
[CUSTOMER][NEUTRAL] One second, one second.
[CUSTOMER][NEUTRAL] Hold on, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you said it's uh 250.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] You said, oh OK.
[CUSTOMER][NEUTRAL] [PII]. OK, got it.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with, um, [PII]? I've got that card on its way to you. I've ordered it so it can be mailed to your new home address.
[CUSTOMER][NEUTRAL] All right, thank you. And is this the same, this is not, this is just for the, this is, this is not for the health coverage, right?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] You're very
[AGENT][NEUTRAL] You have um.
[AGENT][NEUTRAL] You do have a hospital indemnity plan with us?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now when I changed your address it also changed.
[AGENT][NEUTRAL] It on all of your policies, make sure that all of your policies were taken care of at the same time.
[CUSTOMER][POSITIVE] OK, cool. Alright, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright well you have a wonderful day and we thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] All right, you too. Bye
[AGENT][NEUTRAL] Bye-bye