AccountId: 011433970860
ContactId: 1b40bd0f-ecde-4518-9a03-4b2bc6a96c1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236789 ms
Total Talk Time (AGENT): 106378 ms
Total Talk Time (CUSTOMER): 105253 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/1b40bd0f-ecde-4518-9a03-4b2bc6a96c1a_20250224T18:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. My, my name is [PII].
[CUSTOMER][NEUTRAL] And the lady over here too I get the insurance through.
[CUSTOMER][NEUTRAL] Uh, give me your number so this is who I need to call because I was wanting like I was calling them to like get some kind of card or something that they were supposed to send me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So they said they were, but I never received one. So I wanna, you know, I need to go to the dentist soon and I'm trying to figure out who I tell them I even have my insurance through.
[AGENT][NEUTRAL] OK. I'm definitely sorry you haven't received your cards, but I'll be more than happy to get you a copy. Um, Mr. [PII], may I have a good contact number in case we're disconnected and then I can look the policy up with your social.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah it's [PII] that's my cell.
[AGENT][POSITIVE] Thank you for that. And then your social whenever you're ready.
[CUSTOMER][NEUTRAL] Uh, [PII]. What's the name of your company?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] American public life.
[AGENT][NEUTRAL] Yes sir, so I'm just waiting for the policies to come up, hold on one moment.
[AGENT][NEUTRAL] And you said dental?
[CUSTOMER][NEUTRAL] Because I don't wanna like go in there and be like, oh I have to get the insurance but I don't know who it's with.
[AGENT][NEUTRAL] No, I'm gonna get you some cards. And I have your policy here. I have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] And look at me crazy.
[CUSTOMER][NEUTRAL] Uh, that [PII] is the date of birth, uh.
[CUSTOMER][NEUTRAL] My email email is [PII].
[CUSTOMER][NEUTRAL] With the letter [PII].
[AGENT][POSITIVE] Thank you, and then just your mailing address.
[CUSTOMER][NEUTRAL] And I was with.
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's, uh, [PII], that's like two words put together, [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I can go ahead and send the um policy card to you. I can have it sent to you in the mail, um, and if you need one for now, I can send you like the digital copy in your email.
[CUSTOMER][NEUTRAL] Could you do that? Because I'm, I'm, I, I, I, I'm trying to go pretty soon my tooth break off and I'm like, oh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Definitely, that's not a problem at all.
[CUSTOMER][NEUTRAL] You me.
[AGENT][NEUTRAL] And you want it
[CUSTOMER][NEUTRAL] I didn't even know I had dental insurance the last time I was at the dentist, I just paid for it out of pocket. I'm like, oh well.
[AGENT][NEUTRAL] Oh my. Well, you know, your um policy has been active since [PII], so if you did have claims, you could still file it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's OK. I, I, I've gotta get some pulled out, so I won't be using it.
[AGENT][NEUTRAL] OK, um, so just to confirm, the address we'll be sending the cards to is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then your email address for the digital card is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I'm sending this to you now. I just sent the request for the mail and I'm getting ready to send you the email. So you should be receiving it in about 5 minutes maybe, um, but you might need to look in your spam just in case, but it's coming from the care team.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, alright, I will.
[AGENT][NEUTRAL] All right, well, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] And that's it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Alright thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.