AccountId: 011433970860
ContactId: 9ecb993b-5a09-4b68-be3f-4df5d6125697
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492179 ms
Total Talk Time (AGENT): 269337 ms
Total Talk Time (CUSTOMER): 168248 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/9ecb993b-5a09-4b68-be3f-4df5d6125697_20250205T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, uh, [PII]. My name is [PII] and um I just got my insurance re upped and I believe this is my new company here, American Public Life, and I just want to see um if there are cards being, um, ID cards being sent out and where can I access my information online.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yeah, I could take a look at your, let's get your policy pulled up here and I
[AGENT][NEUTRAL] We'll see if um
[AGENT][NEUTRAL] Most of the time if it had just
[AGENT][NEUTRAL] Been active then they they're most likely on the way um but I might be able to get some to you sooner. I'm sorry, [PII] what did you say your last name was?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] OK, thank you. And then, uh, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Alright, thank you. And then uh do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I don't know where that would have been. Um, I just, what I had received is a dashboard that has no info anyway, OK, yeah.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Sure, um, I can start using your social.
[CUSTOMER][NEUTRAL] OK, [PII] I'm sorry, and the last part was [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] OK, [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that and the last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] [PII] or [PII] thank you Enjoy?
[AGENT][NEUTRAL] That's not
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Oh, [PII] or [PII].
[AGENT][NEUTRAL] OK, yes, it was the second one. Alright, thank you for verifying that. Alright, so looks like uh this policy's actually been active since [PII], and you've got a few with us. Let's take a look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] He's got a dental policy, a term life policy, a critical illness policy. Um, let me see.
[AGENT][NEUTRAL] So I can send you.
[AGENT][NEUTRAL] Your dental, um, did you want me to mail that to you or I can email it to you if that's easier?
[CUSTOMER][NEUTRAL] No, if it's the same policy, um, I already, I already have a card, um.
[CUSTOMER][NEUTRAL] It doesn't say so this company is American Public Life.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, yeah, and that isn't on my current identification card anywhere, um, so yeah, I'm just trying to get a little more specific with my info and and what I have and and what I can access, um, yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, yeah, most of the time with these kinds of policies they're associated with a multi plan, um, so it might be through like benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In a card you might see something that says 90 degrees um all of those are just affiliated together with these multi plans um but these particular ones are less so if you'd like the ones specifically for like especially your dental, um, it will say APL and have that specific policy number with us on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, dental OK dental is APL, so medical is what I'm seeing here is under medical it says multi plan.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, OK. And let me check.
[AGENT][NEUTRAL] This one, cause I do, I think you do have a medical plan with us as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] OK, now that's, that's a new one. OK, so your medical is new. All right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I see that. Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you got a medical and an accident policy that are brand brand new couple of days ago. So, OK, I see.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] About the confusion, um, so yes, that information will be sent to you soon. um, it might be a bit too new to be in my system yet, yeah, so I don't even have access to that just yet, um, but give it, I would say about 10 days uh from that effective date so it was [PII], um, just keep an eye on your mail if you receive that um if not you can give us a call and we'll see if we can go ahead and get them sent to you quicker.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK awesome thanks and um dental dental cards were those ever sent out?
[AGENT][NEUTRAL] I can go ahead and, sorry, go ahead.
[AGENT][NEUTRAL] It should have been, but I can send that because that one's been effective since again [PII], and I do have access to that. Did you want me to just email that to you or do you want me to mail it or both? I could do both if you prefer.
[CUSTOMER][NEUTRAL] For dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be awesome.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, yeah, both would be great just so I have something.
[CUSTOMER][NEUTRAL] For now.
[AGENT][NEUTRAL] OK, all right, did you want me to send it to the um the thank you enjoy email?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK all right and then.
[AGENT][NEUTRAL] Um, just so you've got it, um, in the meantime, I can go ahead and give you your policy number for your, um, medical for the indemnity plan.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it is 259-412-5.
[CUSTOMER][NEUTRAL] 259-4125
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Medical policy number.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. And so, all right, so if I, so I'm actually going to get a mammogram today. That's why I'm trying to just get this figured out, so that would be the number.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, this phone number that I just called would be the number to give them, right? And then this policy number or?
[AGENT][POSITIVE] Absolutely, absolutely, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect and then was yeah was there a place online to see like my um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My plan and explanation my plan because what I have right now is a web page it's called Benefits and a card virtual care benefits and a card that has no documents or anything here so that's what I'm working for yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, so that's, that's the whole um multi plan right? so it's all going to be under benefits and a card, um, essentially who handles your policy the policies are with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know it's a bit confusing um but I can give you our website for our online portal that you can view your policies you've got with American Public Life. I will go ahead and include that link in the email that I'm gonna send you with the ID cards just be a bit easier, um.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Amazing.
[AGENT][NEUTRAL] I will say that it the website does have to be accessed on a desktop or a laptop computer if you're going to be filing claims that way uh it doesn't really have support for mobile devices as far as filing claims um and then you would create the account using all of the information that we verified so you would use this email the thank you enjoy email um and all of that information there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect that sounds amazing thank you.
[AGENT][NEUTRAL] Alright, yeah, did you have any other questions for me?
[CUSTOMER][POSITIVE] Uh, no, that'll that'll do it. I appreciate the info.
[AGENT][POSITIVE] Alright, yeah, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alrighty you too thanks bye.
[AGENT][POSITIVE] Thank you, bye bye.