AccountId: 011433970860
ContactId: 27e61a22-2802-44a7-915b-0c289d85a11c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356359 ms
Total Talk Time (AGENT): 149458 ms
Total Talk Time (CUSTOMER): 97367 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/27e61a22-2802-44a7-915b-0c289d85a11c_20250325T15:24_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yeah, I, uh, I need my insurance ID number.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with that. Um, may I have your full name, the last name, and the first name? Can you spell the last name and the first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Middle initial [PII]
[CUSTOMER][NEUTRAL] Last name [PII], [PII]
[AGENT][NEUTRAL] OK. Thank you. One moment.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're looking for your medical, accident, dental, what type of um policy?
[CUSTOMER][NEUTRAL] I'm looking for my dental ID.
[AGENT][NEUTRAL] Dental. OK.
[AGENT][NEUTRAL] May I have your date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] Yeah, I can
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the mailing address and the email address on file?
[CUSTOMER][NEUTRAL] Mailing address may have changed because I just recently moved. Um, I would like to say [PII].
[CUSTOMER][NEUTRAL] Is the one you guys have on time?
[AGENT][NEUTRAL] Yes, [PII]. Is that the correct one or the old one?
[CUSTOMER][NEUTRAL] That is my old one.
[AGENT][NEUTRAL] OK, uh, let me have the email address for verification before I change the address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what is the new address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and it's gonna be the same zip code?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], you also will have to change this through benefits and a card, OK. So I will have to transfer you over for them to go ahead and change that. Now, before I do that, let me go ahead and give you the, the policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK. Uh, are, are you giving me my policy number or my insurance ID number?
[AGENT][NEUTRAL] It's the same thing.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEGATIVE] I tried saying the same thing to the dentist office that I called and they're telling me that the policy number is not what they need.
[AGENT][NEUTRAL] It's the same number.
[CUSTOMER][NEUTRAL] Because I have my policy number on my card, it's 02573924.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and that's it.
[AGENT][NEUTRAL] Uh, are you able to send a copy to them?
[CUSTOMER][NEUTRAL] Is there any other
[AGENT][NEUTRAL] There's no other numbers.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, there's, I'm not sure whether.
[CUSTOMER][NEGATIVE] I tried giving them the payer ID even and they couldn't accept that so I'm not sure.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I'm not, I'm not sure what they were referring to, but yeah, the, the policy number is the same as the ID number.
[AGENT][NEUTRAL] There's no other numbers.
[CUSTOMER][NEUTRAL] All right, well, that's all I need, I guess.
[AGENT][NEUTRAL] Mhm. Just, um, if they have questions about the policy or if they would like to call us directly, they can. Uh, it's the same number, the [PII]. They can call us and we can send them a breakdown of benefits or we can send them, um, or you can send them like a copy of your card.
[AGENT][NEUTRAL] But if they need to verify this information, they can call us to that [PII] and we can send them a fax back of benefits. So you can let them know that we do have fax back of benefits that they can call us to get that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right thank you I appreciate that.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] That's that'll be all.
[AGENT][NEUTRAL] All right. Well, thank you for calling APL. Have a good day. Uh, one moment, let me go ahead and transfer you over to Benefits in a card for you to change the address. If you don't change it with them, it's just gonna switch again to the old one on our system, OK? So, um, yeah.
[CUSTOMER][NEUTRAL] Um, it can stay the old address for now because I don't have my new address set up through my mailing anyway, so I'll just call you guys whenever I have that set up, OK?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, do you need the number 2 benefits in a card for you to change it with them, or you need it?
[CUSTOMER][NEUTRAL] Uh, I'll just call back through this whenever I need to.
[AGENT][POSITIVE] OK, no problem, Mr. [PII]. Well, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.