AccountId: 011433970860
ContactId: 10814be5-b0af-469c-9b1f-3b060145f568
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457540 ms
Total Talk Time (AGENT): 235724 ms
Total Talk Time (CUSTOMER): 181596 ms
Interruptions: 10
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/10814be5-b0af-469c-9b1f-3b060145f568_20250603T17:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was wondering could you look up my medical card for me please so I can get the um policy number off of it.
[AGENT][NEUTRAL] OK, you're needing your policy number. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], are you the subscriber on the policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is your full social security number so that I can look up your information?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I'm sorry, you're gonna have to repeat that. I can barely hear you. I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You just need to get that number right there. Is it the same? I'm I'm gonna see you when she tells me.
[AGENT][NEUTRAL] OK, Miss [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. I will need to verify several pieces of information with you first for security. So first off, what is your date of birth, please?
[CUSTOMER][NEUTRAL] Did she like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And your zip code?
[CUSTOMER][NEUTRAL] Here you go.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] OK, so your policy number, are you calling for your medical or your dental? Which type of policy are you need? Your medical?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I have my, yes, ma'am, the medical policy number.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] I'm gonna give you the number. Are you at the doctor now, Miss [PII]?
[CUSTOMER][NEUTRAL] for.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm at the window.
[AGENT][NEUTRAL] OK, OK. I'm gonna also email you a copy of them and I'm going to email you as well, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A user guide for our portal so that you can set up your profile when you have an opportunity and that'll give you access to all of your information online now the user guide that I'm sending you, it's going to look as far as when you get to our portal page.
[CUSTOMER][POSITIVE] That's right you got that going over.
[CUSTOMER][POSITIVE] Smart man you know yes ma'am.
[AGENT][NEUTRAL] Different because we've just made some upgrades in the portal, but the overall concept is the same and it'll be, you know, it will be useful in navigating you a little bit in the portal you can call us back though if you have any questions so give me just a second so I can email you these ID cards.
[CUSTOMER][NEUTRAL] [PII], yeah, from the.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Your policy number though is 02.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 60.
[AGENT][NEUTRAL] 9275.
[CUSTOMER][NEUTRAL] 75
[AGENT][NEUTRAL] 75 are the last two numbers. Yes, ma'am.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, you said 02.
[CUSTOMER][NEUTRAL] 60
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9275.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, so the last number is just a 5 instead of a 9. That was the number. Uh, instead of a 9 at the end it's a 5.
[AGENT][NEUTRAL] All right, so give me
[AGENT][NEUTRAL] And uh give me just a sec.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, give me just a second, Miss [PII].
[CUSTOMER][NEUTRAL] Name?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's all you needed is the claims address and address.
[CUSTOMER][NEUTRAL] Is the claims address BC about 24.
[AGENT][NEUTRAL] OK, so the email that I am just.
[CUSTOMER][NEUTRAL] Mhm. I think so, yeah.
[AGENT][NEUTRAL] Sending to you, Ms. [PII].
[CUSTOMER][NEUTRAL] If you I will.
[AGENT][NEUTRAL] It's coming from [PII] team at [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And I did put APO on your subject line. Are you able to check your email while you and I are still on the phone since you're at the doctor to make sure you did receive your ID cards?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have your driver's license yeah.
[AGENT][NEUTRAL] Because it'll have all the mailing information for claims. Your claims information is gonna be different than on your dental card.
[CUSTOMER][POSITIVE] Let me see, so I'll go ahead and get that one in. I thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, um, this is so cute.
[CUSTOMER][NEUTRAL] And then um what is your dental care?
[CUSTOMER][NEUTRAL] You let me go to my and it's under you, right?
[CUSTOMER][NEUTRAL] I don't think I got it yet.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, you may have to refresh your.
[CUSTOMER][POSITIVE] Oh wait, I got it. I got it. Yeah, I got it.
[AGENT][NEUTRAL] And again, your mailing address for claims on the medical portion is different than your dental. So,
[AGENT][NEUTRAL] Claims are mailed to a different location than they are for dental. If you have your dental ID card, the mailing address for claims is different for medical than it is for dental. So she will need to use what I just emailed to you for claims on your medical, on your hospital indemnity plan.
[CUSTOMER][NEUTRAL] You said the what claim was different?
[CUSTOMER][NEUTRAL] Oh, OK. Do you have like uh activation date or?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, I'll, I'll let her know then. I thought it was the same. OK.
[AGENT][NEUTRAL] No, it's not that, yeah, it's not the same, so, yeah.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You should see
[CUSTOMER][NEUTRAL] I just.
[AGENT][NEUTRAL] An address for IMA on your.
[CUSTOMER][NEUTRAL] I should.
[AGENT][NEUTRAL] Hospital indemnity cards that you just received?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that's the address?
[CUSTOMER][POSITIVE] Yes ma'am, I got everything that you said. Oh, OK, thank you.
[AGENT][POSITIVE] Yeah, then that's what she will need to use for your those claims, OK and if you have any issues or need assistance again when you go to set up the portal since it does look a little different than the user guide, just call us back and we'll be happy to help you with that.
[CUSTOMER][NEUTRAL] It's just.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, you're welcome. Can I help you with anything else this afternoon, Miss [PII]?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well then thank you for calling APL and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So