AccountId: 011433970860
ContactId: 37190dfc-c86e-4049-ae97-dbbd2569ee26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244179 ms
Total Talk Time (AGENT): 136387 ms
Total Talk Time (CUSTOMER): 95203 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/37190dfc-c86e-4049-ae97-dbbd2569ee26_20250321T22:53_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm trying to see what benefits I have or.
[CUSTOMER][NEGATIVE] If I'm even enrolled, I guess, cause I was trying to register and it's like not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Find me or something, I don't know.
[AGENT][POSITIVE] All right, [PII], I'm happy to take a look. Do you have by chance a policy number, anything like that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have my card here. Let me see.
[CUSTOMER][NEUTRAL] Yes, 02594428.
[AGENT][NEUTRAL] OK, let me pull this up here.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. And then [PII], if you could verify with me please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the address that I had my cards mailed to was my PO box, but I don't know if it's going to PO box or to the.
[CUSTOMER][NEUTRAL] Address in [PII]. So the address in [PII] is.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, it looks
[AGENT][NEUTRAL] We have the PO box, you can give me that one.
[CUSTOMER][NEUTRAL] [PII] OK [PII].
[AGENT][POSITIVE] Thank you and then what is a good email for you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, [PII], I was doing [PII].
[AGENT][NEUTRAL] OK, we have one that's [PII]. OK, all right.
[CUSTOMER][NEUTRAL] [PII], that's fine too. Yeah, I got, they're both, yeah.
[AGENT][NEUTRAL] OK, so you've got a few different policies it looks like with us. Um, let's see. You have a limited benefit medical, so that would be for like hospitalization, uh, doctor's office, you have an accident policy, a life insurance policy, and a dental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and how do I go about trying to get set up for a dentist?
[AGENT][NEUTRAL] OK, so you were trying to log in online, you said, right?
[CUSTOMER][NEUTRAL] Yeah, I was trying to.
[AGENT][NEUTRAL] OK, so when you were doing the I'm an individual with an APL account, put in last name [PII], social, um, for the zip code, make sure that you're putting in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4, yeah, mhm, yes, ma'am.
[CUSTOMER][NEGATIVE] The [PII]? OK, that's where I'm messed up then.
[AGENT][NEUTRAL] And then also you need to put in that uh Trish [PII].
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Because it all has to match.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I've seen, oh, OK, OK, let me in then.
[CUSTOMER][NEUTRAL] All right. Sorry.
[AGENT][POSITIVE] Good deal. So once you get it, no that's don't apologize totally fine once you get in there and then uh create a log in with your username and password, you should be able to see on the right hand side it'll list your different policies and all of that in there too, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then I should be able to just like set up appointment or whatever?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, absolutely, and see where your benefits are, um, from that site too there is like a link if you go back, well right now where you're at is like the secured site to log in, but if you need to search for providers, just go back to our home site which is [PII] and just type in the word provider and it will bring up a search link.
[CUSTOMER][NEUTRAL] Mhm. All right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said AM [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And hopefully I won't have to bother you again, but
[AGENT][NEUTRAL] OK. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] Um, no, that should do it.
[AGENT][POSITIVE] All right. Well, thanks for. You're welcome. Have a good night.
[CUSTOMER][POSITIVE] I appreciate your help.
[CUSTOMER][NEUTRAL] Uh-huh, you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.