AccountId: 011433970860
ContactId: 72c1ebc9-c55a-4a5f-a64c-9f3d06d82cbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356959 ms
Total Talk Time (AGENT): 123612 ms
Total Talk Time (CUSTOMER): 185036 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/72c1ebc9-c55a-4a5f-a64c-9f3d06d82cbd_20250519T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes. My name is [PII].
[CUSTOMER][NEUTRAL] I need some questions answered.
[AGENT][NEUTRAL] OK. Yes, sir. Now, um, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, hold on a minute. Let me see.
[CUSTOMER][NEUTRAL] I finally got a set of cards, but I ain't never had no peel and stick cards in my life.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] See I be the policy number and your yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Member member number.
[AGENT][NEUTRAL] Yes, sir. Let me try that.
[CUSTOMER][POSITIVE] All right, we get well I guess what we do.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 40529
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and do you mind if I get a callback number from you just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, Mr. [PII], I appreciate that. Now will you also verify your birthday and address for me?
[CUSTOMER][NEUTRAL] Birth date is [PII]. Address is [PII]. No, wait a minute.
[CUSTOMER][NEUTRAL] It'll be [PII]. I got a couple of properties, [PII].
[AGENT][NEUTRAL] OK, good, cause I was gonna say.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I got a place my dad left me in [PII] and we got a place her mom left her down here in [PII].
[AGENT][NEUTRAL] OK, and we definitely have that [PII].
[CUSTOMER][NEUTRAL] Uh, I'll be trying to remember.
[AGENT][NEUTRAL] OK, were you also.
[CUSTOMER][NEUTRAL] Yeah, I had to look at the paperwork again remember.
[AGENT][NEUTRAL] Will you your email address also?
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, and you said you had questions?
[CUSTOMER][NEUTRAL] Yeah, oh.
[CUSTOMER][NEUTRAL] When we utilize the medical and dental and vision on this uh.
[CUSTOMER][NEUTRAL] Is there a network we gotta go through or is just wherever we go to?
[AGENT][NEUTRAL] OK, now we um only have your medical and dental through APL but um there is a network like if you needed help finding a provider in your area, um, but as far as us paying the claim, you can go to anybody you want to. Um, you just have if you had an issue finding somebody, we could help you find a doctor, but as far as paying the claim, there's no network.
[CUSTOMER][NEUTRAL] OK, so, OK.
[CUSTOMER][NEUTRAL] OK, so there's no network just wherever we can look at and if we can't find nobody.
[CUSTOMER][POSITIVE] We can go y'all and find somebody.
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][NEUTRAL] OK, OK, I was just curious about that.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] OK. And I will go ahead and, and run a report and email it to you just so you can have it um in case you need it on the dental and the medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, who is the vision through?
[AGENT][NEUTRAL] I am not sure about that, but I can transfer you over to UTBA and they can help you with that.
[CUSTOMER][NEUTRAL] OK, well, I'll get to that another day. I've got their number, so I'll uh I'll call, I'll call them and ask them to send me some cards on the, on the bed and part of it because supposedly I had to get all three of them because they wouldn't separate them.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Oh, right. Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, I wanted just medical and dental, and they, I, yeah, I ended up with medical, dental and vision, so.
[AGENT][NEUTRAL] I didn't realize that.
[CUSTOMER][NEUTRAL] It's all good. We'll take it. So on these cards I only these peeling stick cards to, I just gotta peel them off and stick both halves together, huh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, they must have redone that. I have not heard that.
[AGENT][NEUTRAL] Before
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Yeah, they're, they're, they're pretty, pretty hard cards. It's got the front and the back on the card on each one of the cards there's 44 little squares and this they're peeling stick it looks like.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I have to say I have not seen those yet.
[CUSTOMER][NEUTRAL] No, that's, that's fine.
[CUSTOMER][NEUTRAL] I have never seen that before in my life. It's usually been a hard plastic card, you know.
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] Well these are plastic.
[CUSTOMER][NEUTRAL] But you gotta.
[CUSTOMER][NEGATIVE] Feel them and fold them together and that's some crazy shit. That's crazy, but now I was a basically I just wanted to, wanted to know how to use, use the cards and.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Find out dos and don'ts.
[AGENT][NEUTRAL] Right, yes, sir.
[CUSTOMER][NEUTRAL] So uh.
[CUSTOMER][POSITIVE] So I definitely appreciate that.
[AGENT][POSITIVE] OK. Yes, sir. You are welcome. And I will send you that list um just in case you need it.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All righty. uh I will appreciate that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. Can I do anything else for you?
[CUSTOMER][NEUTRAL] No, ma'am, I think that's pretty much it.
[AGENT][POSITIVE] OK. Well, you have a good day, Mr. [PII] and thank you for calling ATL.
[CUSTOMER][POSITIVE] Yes ma'am, you too, thank you.
[AGENT][POSITIVE] Thank you.