AccountId: 011433970860
ContactId: 2cb6bd1f-88ba-4378-bdc9-463964a53ce6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438980 ms
Total Talk Time (AGENT): 144516 ms
Total Talk Time (CUSTOMER): 180181 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/2cb6bd1f-88ba-4378-bdc9-463964a53ce6_20250603T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. [PII], my name is [PII]. Let me give you the policy certificate number and the group number, or you can verify my name in any way. Um.
[AGENT][POSITIVE] OK, yeah, the uh policy certificate would be great.
[CUSTOMER][NEUTRAL] Let me know what.
[CUSTOMER][NEUTRAL] OK, 0227.
[CUSTOMER][NEUTRAL] 4045.
[AGENT][NEUTRAL] OK. And what was your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] [PII]. I think this is my old APL, let me tell you, because I got a new one through Noor.
[CUSTOMER][NEUTRAL] Uh let's see if this is, um, OK, let me give you my first name, [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] And then your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then thank you. And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, and then a good email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then lastly, what's a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII] and then how can I help you today? It looks like this is an old account. Um, let me see if we've got a new one.
[CUSTOMER][NEGATIVE] Yeah, so I'm gonna, I'm gonna, yeah, I'm gonna cancel this one card. I'm gonna throw it in the garbage. We don't need that. OK. Now, I have through, um, I hired by new agency.
[CUSTOMER][NEUTRAL] And uh they I filed my
[CUSTOMER][NEUTRAL] You know, my paper for the insurance, like about 2 months ago. And about 1 month ago I moved it to family insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Until now, I didn't get anything.
[CUSTOMER][NEUTRAL] Let me see if I have any parts from this new one.
[CUSTOMER][NEGATIVE] And I'm surprised I didn't get respond prior.
[CUSTOMER][NEUTRAL] From APL for the new cards for my, me and my wife and my son.
[AGENT][NEUTRAL] OK, and this is for your dental policy, is that right?
[CUSTOMER][NEUTRAL] For dental and health and vision, I, I applied for everything, but
[CUSTOMER][NEUTRAL] Let's start with dental if you like. I want to see if still I have insurance or not.
[AGENT][NEUTRAL] OK, let me get that pulled up.
[AGENT][NEUTRAL] OK, so it looks like for your dental, I've got that policy active and
[AGENT][NEUTRAL] Looks like I've got yourself and your spouse.
[AGENT][NEUTRAL] On that policy, that's all I have on that policy. Is that right?
[CUSTOMER][NEUTRAL] Um, it's supposed to be my my son as well.
[AGENT][NEUTRAL] OK, it's supposed to be your son as well? OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so benefits in a card is the one who handles getting anybody else added, um, and I can transfer you over there, but let's look at your, um, your medical plan too though first before I do anything else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like on your hospital indemnity plan, the limited medical plan, that one is just yourself and your spouse as well. Is that one supposed to have your son as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so right now, if, if I sent you a card, it would just show yourself and your spouse. So benefits in a card is the one who handles the eligibility, like adding your son to the policy. Um, I can transfer you over there right now if you'd like to talk to them and get him added.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes, that before that, please. Because the only card that I got for the
[CUSTOMER][NEUTRAL] Um, it says vision coverage. I didn't get the dental or that. Is that the same one I can use, or, but I don't.
[AGENT][NEUTRAL] Uh, so the vision is through a different company that's not associated with us. Um, we don't handle any type of vision policy, um, but we do do the dental and then the limited medical, um, but like I said.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you mind if you can send me this by email so I can call my dentist today and have an appointment?
[AGENT][NEUTRAL] Yeah, I mean, I can send you the card that we have on file. It just won't have your son on it.
[CUSTOMER][NEUTRAL] That's fine, that's fine. But uh I'm gonna talk to the
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] To the other company, what they call it you said? Benes in the car.
[AGENT][NEUTRAL] Um, it's called Bene Benefits in a card. Do you want me to transfer you to them, or do you want me to give you their number if you want to call them later?
[CUSTOMER][NEUTRAL] Well, give me the number and transfer me as well.
[AGENT][NEUTRAL] OK, perfect. Um, so their number is [PII].
[CUSTOMER][NEUTRAL] But I wanna make sure that.
[CUSTOMER][NEUTRAL] Sorry, go ahead. [PII]
[AGENT][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. Thank you so much for that. And I'll wait for your email for the, did you send it already or?
[AGENT][POSITIVE] Uh, no, give me just about 2 minutes and I'll get that sent your way. Um, so you'll get your card and you can make an appointment with that and then let me get you transferred over to Benefits and a card.
[CUSTOMER][POSITIVE] OK, thank you so much. I really appreciate it.
[AGENT][NEUTRAL] Anything else I can help with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Have a wonderful day. Thank you so much.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.