AccountId: 011433970860
ContactId: 27a8aaf1-0dc3-41ce-8669-de969f6bdc7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312459 ms
Total Talk Time (AGENT): 173993 ms
Total Talk Time (CUSTOMER): 76008 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/27a8aaf1-0dc3-41ce-8669-de969f6bdc7d_20250203T21:19_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] I know how you know me [PII]. I got a quick question.
[AGENT][POSITIVE] OK. How can I help you today?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, um, I got my spouse.
[CUSTOMER][NEUTRAL] Added on
[CUSTOMER][NEUTRAL] With APL on my dental insurance, and I'm trying to see um.
[CUSTOMER][NEUTRAL] Why they haven't send me a policy card for her? or would it be OK if she used my card?
[AGENT][NEUTRAL] OK, so you, you have a policy with APL and you added your spouse and you're following up on ID cards. OK, yes sir, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Kids and string on my back.
[AGENT][POSITIVE] OK, Mr. [PII], thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number please, Mr. [PII], so I can pull up your policy information.
[CUSTOMER][NEUTRAL] 02579732
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And once I do pull up your information, I will have to verify several things with you first for security. So just one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so Mr. [PII], first off, if you could please verify your date of birth and then your spouse's name and date of birth.
[CUSTOMER][NEUTRAL] Yes ma'am, my date of birth [PII]. My spouse [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you and also the home mailing address for you?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one that you gave me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, thank you. And lastly, Mr. [PII], your email address?
[CUSTOMER][NEUTRAL] My [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. So on the ID card that you have, Mr. [PII], do you have that handy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Does it say?
[AGENT][NEUTRAL] Couple on it.
[CUSTOMER][NEUTRAL] They say insured my name and it say coverage employee and spouse.
[AGENT][NEUTRAL] OK. So I just wanna make sure that we, you had received it. So yes, sir, she will use that one. She will not have cards with her name on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, because she is the spouse. You're the primary insured, so that's why your name is on there and then where it says um.
[AGENT][NEUTRAL] And spouse, when they call to verify, like if she makes an appointment and the doctor's office calls to verify that she's covered, you know, we'll have to verify certain things with them.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But her ID card will be the same as yours.
[CUSTOMER][NEUTRAL] OK, so her name [PII] is under my policy.
[AGENT][NEUTRAL] Yes, sir. She is covered under your policy. Mhm. Now,
[AGENT][NEUTRAL] Another thing, have you ever set up your profile, Mr. [PII], when you got your ID cards, did you set up your profile in our online service center portal?
[CUSTOMER][NEUTRAL] Um, not yet, but I need to.
[AGENT][NEUTRAL] OK, do you still have that information of of where you would go? If not, I have a user guide that I would be happy to email to you that gives you the instructions for how to set up your profile.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am, you can email it to me.
[AGENT][NEUTRAL] All right. Well, give me just a second, let me do that then.
[AGENT][NEUTRAL] OK, so I have just sent that to you, Mr. [PII]. The email that you're gonna be receiving will come from [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And I did put APL online service center in the subject line for you so that that's easy to recognize, but that will give you also access to be able to print more ID cards or you can pull them up, you know, for viewing purposes on your phone.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As well, but she is covered on your policy.
[CUSTOMER][POSITIVE] OK. Yes, ma'am. Thank you.
[AGENT][POSITIVE] Well, you are certainly very welcome. So, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] OK. Well then, thank you so much for calling APL and I hope that you and your wife have a very nice evening.
[CUSTOMER][POSITIVE] Yes you too thank you.
[AGENT][POSITIVE] Uh-huh, and thank you as well.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye-bye.