AccountId: 011433970860
ContactId: 77430949-6892-4450-a1a1-8beecc71e906
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306579 ms
Total Talk Time (AGENT): 62165 ms
Total Talk Time (CUSTOMER): 121132 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/77430949-6892-4450-a1a1-8beecc71e906_20250505T17:20_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey, how you doing? Um, I'm calling because, uh, in March I got, uh, through NovaL lines Trucking, uh, I got assigned, uh, on your plan, and, um, I'm calling because I have the dental booklet, but I don't have anything regarding health and I wanna know if uh the the uh policy cards that I that I have that in this book are they for the health as well?
[AGENT][NEUTRAL] OK, I'll be happy to check that for you. May I have the um policy number on or uh actually, I'll need your social.
[CUSTOMER][NEUTRAL] That is uh [PII].
[AGENT][NEUTRAL] All right, if you could please verify your name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name [PII] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Alright, and if you can verify your email address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] OK, now does um the card have um.
[AGENT][NEUTRAL] Uh policy number 025856550 on it.
[CUSTOMER][NEUTRAL] 59.
[CUSTOMER][NEUTRAL] Uh, no, my policy on this, this book that I have here is 02585597.
[AGENT][NEUTRAL] OK, so that is the
[CUSTOMER][NEUTRAL] And it's group voluntary dental.
[AGENT][NEUTRAL] OK, so that's the dental.
[AGENT][NEUTRAL] OK, so they didn't send the medical? OK, all right, one moment while I get that ordered.
[CUSTOMER][NEGATIVE] Yeah, I don't have anything for help.
[CUSTOMER][NEUTRAL] No, I didn't.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, submitted that request. You should receive that card within the next 7 to 10 business days. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, yeah, I was trying to see if I can get the, the policy number because I'm on the road right now. I'm not gonna be home, uh.
[CUSTOMER][NEUTRAL] For where, where that's being mailed to in uh in [PII] for probably until like maybe July or August, um, but I will be in [PII] for Mother's Day next week so if I had the policy number I can go ahead and try to get something done or at least a check up or something like that while I had time to do so.
[AGENT][NEUTRAL] OK, let me know when you're ready for the number.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] It's 258-565-50.
[CUSTOMER][NEUTRAL] 585,650 and that's to uh I guess uh American Public Life.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, guess that'll do it, um, as far as uh the, the places I can qualify to go to, I guess I can just ask as I as I search, um.
[CUSTOMER][NEUTRAL] You know if they accept it or not.
[AGENT][NEUTRAL] Yeah, because with this um you can see any provider that you choose.
[CUSTOMER][POSITIVE] Oh, OK, OK, that's, that's better than the day one vision.
[CUSTOMER][POSITIVE] OK, hey, I appreciate it.
[AGENT][POSITIVE] Alright, well thank you for calling APL. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Oh man, have a good, uh, rest of the week and Mother's Day and all that.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Oh, well, thank you. Thank you very much. I appreciate that. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm bye bye.