AccountId: 011433970860
ContactId: 4430a323-8cae-4708-aff7-ea92b8c6d92e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446459 ms
Total Talk Time (AGENT): 188324 ms
Total Talk Time (CUSTOMER): 97539 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/4430a323-8cae-4708-aff7-ea92b8c6d92e_20250408T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hi, I have a question. So I recently just enrolled for dental, but I wanted to know if um you guys are able to send me like a digital copy of my cards.
[AGENT][NEUTRAL] Sure, we can send you a digital copy of your card. Um, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Ms [PII]. And do you happen to have your policy number um available or no?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] All right. We can make the search um using your social security number if you're comfortable with it.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] All right, I'm ready whenever you're ready.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and let me just a second while the system tries to search it up.
[AGENT][NEUTRAL] All right, I was able to find your policy and just for verification steps, can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII], um.
[CUSTOMER][NEUTRAL] Address should be [PII].
[AGENT][NEUTRAL] [PII]. OK, I would guess we have
[AGENT][NEUTRAL] A combination of both. I'm not sure if you have been receiving correspondence from APL and if this um
[AGENT][NEUTRAL] Um, address work like that. We have [PII], then we have the PO box number.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And then we have [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, no, I, I prefer to get correspondence to the PO box, PO box.
[AGENT][NEUTRAL] To the PO box.
[AGENT][NEUTRAL] OK. All right. I can go ahead and make that correction for you and I will also work in that email so you can receive the um ID card.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is it, uh, is the email that you provided to us a good email to use?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Are my dental benefits active yet?
[AGENT][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] Um, they are not, they become active until [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I'm working on this email for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do I know, um, what, what's the name of the insurance?
[AGENT][NEUTRAL] Um, American Public Life.
[CUSTOMER][NEUTRAL] American public life, so whenever I call uh.
[CUSTOMER][NEUTRAL] An insurance company, I just tell them it's American Public Life.
[AGENT][POSITIVE] Yes, American Public Life and the ID card um will have everything displayed for you, um, so you can just uh provide it and once I correct the address, I can order another one so you can receive it, um, like a hard copy for it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Oh alright, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I have just emailed that um ID card to you, um, and I will go ahead and continue with the change for the address.
[CUSTOMER][NEUTRAL] OK, I haven't received an email yet from you.
[AGENT][NEUTRAL] OK, um, can you try to refresh the page?
[CUSTOMER][NEGATIVE] You still haven't received anything.
[AGENT][NEUTRAL] And it should come from um care team at AM Public.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK, now I have it. Thank you.
[AGENT][NEUTRAL] All right. OK, um, I will just go and verify that I have the address correct. Um, it will be [PII]. Um, and what would be the city? Would it be the same one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII] is the city.
[CUSTOMER][NEUTRAL] [PII] the city. Now, um, can you, [PII].
[AGENT][NEUTRAL] Oh, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. All right.
[CUSTOMER][NEUTRAL] Would you, if I wanted to add my daughter to my dental insurance, would I be able to?
[AGENT][NEUTRAL] Um, yes, you can, but that will be um something that you will have to communicate with your, um, human resources department, and they, um, go ahead and send, they provide the information for uh to us and we make the change.
[CUSTOMER][NEUTRAL] Oh, OK, alrighty.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. All right. I have that address um already corrected for you and I will be requesting the ID card to be mailed again, um, so you can have a hard copy. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh, that would, that would be all, thanks.
[AGENT][POSITIVE] You're welcome. I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.