AccountId: 011433970860
ContactId: 3d4807ea-9a97-460d-ad49-4ad0de3bdd6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301989 ms
Total Talk Time (AGENT): 80086 ms
Total Talk Time (CUSTOMER): 169963 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/3d4807ea-9a97-460d-ad49-4ad0de3bdd6f_20250602T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. So, um, I'm trying to get my, uh, some, a digital form of my, uh, information for my dental.
[CUSTOMER][NEUTRAL] A card, a dental insurance card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] They said I got an email, but it didn't send the card. It just send a picture of a white page with a picture in.
[AGENT][NEUTRAL] So it wasn't the actual card then that was emailed to you, it sounds like?
[CUSTOMER][NEUTRAL] Correct, at least that's what it looks like because they keep trying to load it and then when it does, it gives me a white picture. It doesn't matter if I have 5G, 4G phone or a computer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Huh, OK. What's your policy number? Do you have that?
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Yes, I can hear. I actually have the APO, uh, app, so for the website, uh.
[CUSTOMER][NEUTRAL] I'm guessing C 0959.
[CUSTOMER][NEUTRAL] 462
[AGENT][NEUTRAL] Let me try that here.
[CUSTOMER][POSITIVE] That's the number he gives me right or the information he gives you right under my name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like I've tried to look it up through the website and everything. I have a family member that has, uh, is that my ID number?
[AGENT][NEUTRAL] That didn't come up with anything. It should be like a certificate number that you see. Is that what it says?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I have another, I have one, but it's only got one number and the rest is all letters.
[AGENT][NEUTRAL] Mm, OK, let's.
[CUSTOMER][NEUTRAL] Oh, policy number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 2558135
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] All right, thank you, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the the only thing that lets me download is the uh documents.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, it gave, it gave me an option to down the ID card now. That is wow. You guys need to change your, uh, information a little bit on the website. That is.
[AGENT][NEUTRAL] Oh, it did? OK.
[CUSTOMER][NEUTRAL] Crazy
[AGENT][POSITIVE] Sorry about that. They've done some changes. We recently just launched a new site within the last couple of days and so there have been some issues with the online system today unfortunately, so I am sorry about that.
[CUSTOMER][NEUTRAL] Yeah, so anybody that calls and has this issue, if you have this issue, they have to download the documents and then it gives you an option to download the card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] After you download the documents.
[AGENT][POSITIVE] All right, I appreciate that. I will definitely keep note of that. I'm glad you were able to get a hold of it.
[CUSTOMER][NEUTRAL] So, I
[CUSTOMER][NEUTRAL] Yeah, um, and does my spouse have to have her copy of the card, or can she use mine since she's on the same one?
[AGENT][NEUTRAL] Yeah, it's the same one. It says employee and spouse are covered, so that card will work for both.
[CUSTOMER][POSITIVE] OK awesome I just wanna make sure.
[AGENT][NEUTRAL] Not a problem, Mr. [PII]. Anything else?
[CUSTOMER][NEGATIVE] No, that's it for now. I just wish you guys knew who to get a hold of about the vision side of this insurance because I'm through, uh, UTBA and you guys are my dental, somebody else with my, uh, health. You guys, I think are the disability and then I have somebody else for vision, so, or no, not, yeah, for vision.
[CUSTOMER][NEGATIVE] It's a mayhem trying to get insurance cards because I've been on this insurance since like December of last year.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry about that, [PII]. Yeah, we, our company doesn't, yeah, our company doesn't even offer visions, so.
[CUSTOMER][NEUTRAL] It's still have a gun, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, awesome. uh, there might be a company calling out of [PII] to see if you guys covers or if they can work with you or whatever. It's actually a family member of mine that does the did the work, so I'm just trying to figure out if they can.
[CUSTOMER][NEUTRAL] Work with you guys or not that's the big thing.
[AGENT][NEUTRAL] I got
[AGENT][POSITIVE] OK, not a problem. They can give us a call we can verify all of the eligibility for them, so not a problem.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome have a nice day.