AccountId: 011433970860
ContactId: 6a7cf6e2-fd94-436e-93dc-2d9dc1e6ac5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229139 ms
Total Talk Time (AGENT): 96395 ms
Total Talk Time (CUSTOMER): 104537 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/6a7cf6e2-fd94-436e-93dc-2d9dc1e6ac5c_20250326T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Hi, my name is [PII]. I'm with HT Staffing, uh, here in [PII]. Um, I thought I had some APL insurance coverage where I left him a while back ago but came back and been with him back for now. Uh, I thought I had some cards being mailed out to me. I need to check and see if, if when they're coming out.
[AGENT][NEUTRAL] OK, um, Mr. [PII].
[AGENT][NEUTRAL] Let me um get your
[AGENT][NEUTRAL] Call back number sir just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK. It's uh [PII].
[AGENT][NEUTRAL] Thank you sir, and do you know any of your policy numbers?
[CUSTOMER][NEUTRAL] Well, my old one, is that the group number or?
[CUSTOMER][NEUTRAL] Or payer ID number.
[AGENT][NEUTRAL] Uh, it might say inpatient certificate, outpatient certificate or member ID number.
[CUSTOMER][NEUTRAL] Um, I, I got APL, American Public Life. I had it for dental. There's a policy slash er number, is that it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, can you please give me that?
[CUSTOMER][NEUTRAL] OK, the old one on the old card is 025.
[CUSTOMER][NEUTRAL] 388874
[AGENT][POSITIVE] OK, I can pull up that policy number and it'll pull in all your policies for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, what else did you need?
[AGENT][NEUTRAL] Your email address and your phone number.
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] And phone number [PII].
[AGENT][POSITIVE] OK, thank you very much, sir. I appreciate you verifying your policy for me. All right, let me look and see what we got going on here on your active policies.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm showing that you have a group term life policy which we do not send cards out for.
[CUSTOMER][NEUTRAL] Uh, that I signed up for dental too.
[AGENT][NEUTRAL] And then you
[AGENT][NEUTRAL] And you do have dental, and it's still the policy number that you just gave me.
[CUSTOMER][NEUTRAL] OK, so I just use this card here just.
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] Yes, sir. The policy did not, the number did not change.
[CUSTOMER][NEUTRAL] Oh, OK. I didn't know since I left and then came back, you know, I didn't know if they sent me a different card out. I didn't know.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Yes sir, the policy number that you have that you just gave me is a good one that policy is active.
[CUSTOMER][NEUTRAL] Oh, OK. Well, I'll just stick that back in my pocket.
[AGENT][NEUTRAL] OK. OK, Mr. [PII], is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, you said I got dental and what else do I have with y'all?
[AGENT][NEUTRAL] Group term life insurance.
[CUSTOMER][NEUTRAL] OK. Life insurance. I forgot about that. OK dokey. Um, all right, that's the only thing I need to know. I just put this card back in my wallet. I, I thought it was, you know, something I didn't have to use that and keep it in my top drawer, so, OK. It's all I need to know.
[AGENT][POSITIVE] OK. All right. You have a great day, um, Mr. [PII], and we appreciate you calling APL.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] Yeah, you, you too, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.