AccountId: 011433970860
ContactId: 9756c80b-e2d4-4568-beef-6dba26ed1a0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327220 ms
Total Talk Time (AGENT): 187072 ms
Total Talk Time (CUSTOMER): 112628 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/9756c80b-e2d4-4568-beef-6dba26ed1a0e_20250318T17:42_UTC.wav
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[CUSTOMER][NEUTRAL] Anybody use your phone without knowing your password.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm here to see, I'm getting a, um, a charge on my bill, um, for once a month on my card, like my bank account, and it's, uh, like $30 and I think it was 80 cents hold on I'm trying to get back to it. It was for $30.60 from American public.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I can help you.
[CUSTOMER][NEUTRAL] Um, so it's insurance.
[CUSTOMER][NEUTRAL] And I'm trying to find out what it is for.
[AGENT][NEUTRAL] OK, I can definitely help you with that, but before we proceed, is it possible to get your name and a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII], so [PII].
[AGENT][NEUTRAL] All right, Ms. [PII], what's the best number? Uh-huh.
[CUSTOMER][NEUTRAL] And my phone number is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And what state are you currently residing in Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, bear with me I'm gonna do a name search.
[CUSTOMER][NEUTRAL] OK. And the city of um I'm not me [PII], [PII]
[AGENT][NEUTRAL] OK, and once I locate your policy, I'll just need to verify a few things just to make sure this is the policy and then we'll be able to proceed from there. Bear with me.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's moving really slow. I apologize.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] What's the last four digits of your social, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I think this is it. Um, can you also verify your date of birth and your mailing address for me, please?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII], and that is what we have on file. I'm not showing an email. Do you happen to have an email that you would like for us to have or do you prefer not to do, OK.
[CUSTOMER][NEGATIVE] No, I prefer not to.
[AGENT][NEUTRAL] All right, I understand. OK, so it looks like that [PII] is for a dental policy. Um, it looks like you've had it since, well, [PII]. So you've been with us for a while, um, and that's specifically for dental services, the policy, it helps alleviate some of your expenses if you do go see the dentist.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can y'all send me a card in the mail? Because I didn't have any kind of card.
[CUSTOMER][NEGATIVE] Um, and if I did, I lost it.
[AGENT][NEUTRAL] Yes, ma'am. I can definitely order you another card and it will go to the home address that you just verified, which is what we have. OK. Let me go ahead and also give you your policy number so you'll at least have that.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, oh my God, thank you. Because the bank didn't have any kind of information, no phone number, so I had to try to Google and try to find it. So thank you for your help.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Just let me know when you're ready and I'll give you the policy number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Your policy number is 722.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] 55.
[CUSTOMER][NEUTRAL] 722355
[AGENT][POSITIVE] Yes ma'am, and I'm gonna order cards today so they'll go out in the mail tomorrow, um, should be there within 5 to 7 business days just keep an eye out for them. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Yeah, yeah, can you like send me the paperwork of like what the benefits are with the dental?
[AGENT][POSITIVE] Yes, I can order a duplicate policy as well, um, and that duplicate policy will give you the details of what option you have. You actually have one of our higher options, option B, and it'll have a fee schedule that shows you what we pay and also I'll let you know if there's any co-pays, um, that has to be met and so forth. So I can definitely now that's gonna take a little bit longer. That one is usually 7 to 10 business days, but you'll get it in the mail.
[CUSTOMER][POSITIVE] Uh, you're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, how long do you think before the card gets here?
[AGENT][NEUTRAL] You should, it's coming out of [PII], so you should have it, I would say within 444 business days at the most.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Now you can also Ms. [PII], you can register on our online service center but if you do that we're gonna have to put an email account in here because it does authorize based on the email account that we have on file. Would you like to do the online service center and I.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Um, I'll, I'll ask my daughter and if so I can call y'all back and give it to you.
[AGENT][NEUTRAL] OK, you can do that. Um, and also once you do that, we can email you the instructions on how to do that going forward as well.
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You have a good day as well.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.