AccountId: 011433970860
ContactId: 0c9003a9-fd72-45c5-a743-7d59caa30c46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437190 ms
Total Talk Time (AGENT): 229884 ms
Total Talk Time (CUSTOMER): 135146 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/0c9003a9-fd72-45c5-a743-7d59caa30c46_20250403T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling because I received my insurance cards, but it has the wrong last name. It has my maiden name.
[CUSTOMER][NEUTRAL] I'm [PII] now instead of.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I can help you with that. Can you give me the policy number or certificate number off of the ID card, please?
[CUSTOMER][NEUTRAL] Yes, so the policy number is gonna be 02608912.
[AGENT][POSITIVE] Alright, thank you. Let me pull that information up and you and I'll do a quick verification.
[AGENT][NEUTRAL] And we will check on that last name for you, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, may I have your name again, please?
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] May I have your name again?
[CUSTOMER][NEUTRAL] Yes. First name is [PII]. It's [PII] and my um maiden name was [PII]
[AGENT][NEUTRAL] OK, that's what we have. Thank you. All right. So, can we verify your date of birth and then your address, please, ma'am?
[CUSTOMER][NEUTRAL] Yes, so date of birth, it is [PII], no.
[CUSTOMER][NEUTRAL] [PII] address I just updated it with my employer um it was [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and we'll update that in just a moment, um, or, uh, let's see, can we.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] One more thing. Let's verify your phone number and your email address.
[CUSTOMER][NEUTRAL] Yes, phone number it is [PII]. Email address it's [PII].
[AGENT][POSITIVE] Wonderful. OK. So, Miss, um,
[AGENT][NEUTRAL] How do you pronounce your first name, [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII], OK, thank you, uh, Ms. [PII], so let we can update your, your address by phone. So let's go ahead and do that. You just give me that street address please, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, so my new address, it is [PII]
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK. [PII], and that's city.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. So only the street address in the apartment changed. The city and zip code the same. OK, wonderful. So let me update that in one more place.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So that was [PII], excuse me, let me start over. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, wonderful. OK, um, so Miss Miss [PII], um, can we, can I give you an email address? And do you have a copy of your, your marriage license or the whatever form you use to change your name?
[CUSTOMER][NEUTRAL] Uh, yes, I, I, I do. It's in my phone.
[AGENT][NEUTRAL] OK, all we need is an email from you asking you, ask us to, you know, that your name last name did change and send a copy of that information with it.
[AGENT][POSITIVE] And we will get that updated for you and get you some new ID cards ordered.
[CUSTOMER][NEUTRAL] OK, and then my next question too, these ID cards, are they medical with dental or is it just dental?
[AGENT][NEUTRAL] Let's see. This is just your dental card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So that is just your dental. Um, let me see what else you have with us.
[AGENT][NEUTRAL] OK, so you have your what it is your group is set up to where you got set up your online service center account.
[AGENT][NEUTRAL] And then you can go in there and you can print extra ID cards, you can print on your policy, different things like that, but only the dental card is mailed out anything else you have set your online service center account and then you go in there and print that information from there. And do you have that website?
[CUSTOMER][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] Uh, it's, it's on.
[CUSTOMER][NEUTRAL] It's [PII]?
[AGENT][NEUTRAL] Right, [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then, um, so the dental insurance for um name is it's AM Public.
[AGENT][NEUTRAL] The dental insurance, um, let me take a look and see how this is set up.
[CUSTOMER][NEUTRAL] Or is it, or is it something else?
[AGENT][NEUTRAL] OK, so it is through American Public Life, but you can, there's a place on there I think on your card that tells you where you can, you can call [PII] and they assist with the providers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In your area. OK.
[CUSTOMER][NEUTRAL] OK, all right, and then uh I'm ready for that email so I can uh upload my.
[AGENT][NEUTRAL] OK, so that is, uh, I'm gonna go to our care team and that's uh care team.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Then put the at sign.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII], just like our website, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you'll just send that information usually we get that information from um benefits of the card, your brokers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So they'll, they'll probably send me send that information over to us as well eventually I think we get a file for maybe once a week.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So
[CUSTOMER][POSITIVE] I'll go ahead and do that right now. Thank you so much.
[AGENT][POSITIVE] Wonderful. Is there anything else we can help you with today?
[CUSTOMER][POSITIVE] No, that, that was it. Thank you.
[AGENT][POSITIVE] Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.