AccountId: 011433970860
ContactId: 64d6068d-829a-4e17-a2ba-a88dd54418ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199949 ms
Total Talk Time (AGENT): 78119 ms
Total Talk Time (CUSTOMER): 85074 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/64d6068d-829a-4e17-a2ba-a88dd54418ae_20250506T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey how you doing today? I got a question.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I'm, I'm [PII]. I have insurance with you all.
[CUSTOMER][NEGATIVE] And I lost my insurance card. I talked to a lady yesterday. She's supposed to send me one out, and I had them to send a copy of my insurance card to the doctor's office, and I called him. They said they haven't received it unless somebody got it and throw it in the trashed and know what it was.
[AGENT][POSITIVE] OK. Yes, ma'am. I could further assist you. Um, first, could I get your name again and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Call back number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And now I need your policy number and if you don't have your policy number, I can look it up by your social.
[CUSTOMER][NEUTRAL] Social security number is [PII].
[AGENT][NEUTRAL] OK. And is this for medical or dental?
[CUSTOMER][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] They sent me a copy of the dental. I got it, but I, I, I thought they spoke and sent both and they only sent the dental.
[AGENT][NEUTRAL] Let's see, one moment.
[CUSTOMER][NEUTRAL] She said she sent one off yesterday but it.
[AGENT][NEUTRAL] And how did you receive the dental? Did they email it to you or?
[CUSTOMER][NEUTRAL] They, they faxed, they send me one home. They sent it to my house. She said she sent me one yesterday, but I had also had to fax a copy to my doctor to the doctor's office. See if they take this insurance and she said she would do it, but I called the doctor and see if they haven't received it, so I'm calling back and give you a fax number you can fax it to them before they can get it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Before I go see the doctor, make sure they take the insurance class.
[AGENT][NEUTRAL] OK, I see why.
[AGENT][NEUTRAL] I see why she was unable to fax it um to your doctor's office because under your policy, um you would need to contact a different number in order for them to further assist you with your benefits and I have that number for you. You would need to contact Web TPA.
[CUSTOMER][NEUTRAL] OK, can you give me the number?
[AGENT][NEUTRAL] Yes, ma'am. That number is, let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] That number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And they could further assist you with your benefit. Mhm.
[CUSTOMER][NEUTRAL] And they
[CUSTOMER][POSITIVE] OK, OK, alright, thank you.
[AGENT][NEUTRAL] Mhm. Is there anything else I can uh-huh.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Do I need, do I need the policy number when I call them or they'll pick it, they'll they'll find it.
[AGENT][NEUTRAL] Um, if you don't have your policy number, just give them your social like you gave me. And, well, here's your policy number. I'll give you your policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] It is 990537.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 990537. OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. Thank you for calling ATL. Mm mm bye.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][POSITIVE] OK, thank you.