AccountId: 011433970860
ContactId: 9f6c93af-8170-458c-826b-0c4369db16c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351000 ms
Total Talk Time (AGENT): 168693 ms
Total Talk Time (CUSTOMER): 124921 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/9f6c93af-8170-458c-826b-0c4369db16c9_20250520T18:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] I just started APL and uh.
[CUSTOMER][NEUTRAL] I'm trying to figure out when can I use it. I think it said it goes in effect uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Before we proceed, is it possible to get your name and a callback number so I can assist you further with your policy information?
[CUSTOMER][NEUTRAL] Yeah, uh, you know the name, my name is [PII]
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[AGENT][NEUTRAL] Thank you for that, [PII]. Do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] I got uh what is this thing uh.
[CUSTOMER][NEUTRAL] Your policy number, yeah, it's on this on this card.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 12 190.
[AGENT][NEUTRAL] You said 0 26, 12, 190?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I just need you to verify a few things for me, Mr. [PII], to make sure this is your policy. Can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Date of birth [PII] and mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And you said that was an apartment number on there?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] It doesn't look like we had the apartment number, but we had everything else, right? And I'm also showing that we have an email account. Can you verify that too, please?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, and that is what we have on file as well. So you do have a dental policy with us. You are in the system, but you're not effective until [PII], so the insurance cannot be utilized until after [PII] or [PII], the day of. Um, it looks like you.
[CUSTOMER][NEUTRAL] And that's, and that's just dental.
[AGENT][NEUTRAL] Yeah, that's just dental, but I was just fixing to state that you, looks like you have two other products with us. You have a critical illness policy and a hospital indemnity policy, which is more like your medical policy. Did you get cards for your medical?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I didn't get, I got, I got cards in the back of this book, American Public Life, uh.
[CUSTOMER][NEUTRAL] Well, they they're the same card.
[CUSTOMER][NEGATIVE] I didn't get the uh the card.
[AGENT][NEUTRAL] So you only got the dental, you didn't get your hospital indemnity?
[CUSTOMER][NEUTRAL] No, I did not.
[AGENT][NEUTRAL] OK, I can order new cards to be sent to you. Um, you can also, Mr. [PII] register onto our online service center, which will give you access to temporary cards in your policy certificates.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, the actual.
[CUSTOMER][NEUTRAL] What you think, go, go online and do it?
[AGENT][NEUTRAL] Yeah, you can go out there and and see your information if you want I can email you the instructions on how to register on the online service center.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] Oh yeah, you can do that that way I can uh look into it more.
[AGENT][NEUTRAL] OK. I'll go ahead and send that information to you, but I'm still gonna order physical cards to be mailed to your home address on your medical policy. You should get those in 5.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][POSITIVE] I would like that.
[AGENT][NEUTRAL] OK, in 5 to 7 business days. Now, the email is gonna be coming from [PII]. You should have it in about 5 or 10 minutes, and I will go ahead and include all your policy numbers in there as well.
[CUSTOMER][NEUTRAL] What is [PII] what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, well, uh,
[CUSTOMER][NEUTRAL] Another thing was the one.
[CUSTOMER][NEUTRAL] When is my stuff active in June.
[AGENT][NEUTRAL] [PII]. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you'll be, you'll be able to utilize it. Yes, sir. You'll be able to utilize it starting [PII].
[CUSTOMER][NEUTRAL] OK, alright, I was just wondering.
[CUSTOMER][NEUTRAL] OK, alright, uh.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, cause I haven't got no, no, I haven't got any medical yet. I haven't got the rest of my, I just got a packet when I guess it was just dental.
[AGENT][POSITIVE] Right, but I'm gonna go ahead and order the information to be sent to you again, so you're gonna get that in the mail within the next few days.
[AGENT][NEUTRAL] For your medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds great. Uh, I'm gonna be looking for the email and, uh, so I'll.
[CUSTOMER][NEUTRAL] Reach back out to you guys.
[AGENT][NEUTRAL] Alright Mr. [PII], is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Mm, no, no, that'll be it. I just, I'm gonna be looking, I'm gonna look for the email and then uh.
[CUSTOMER][NEUTRAL] Just kinda go from there.
[AGENT][POSITIVE] Yes, sir, and I'm sending it now, so you should have it shortly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right. Thank you, Mr. [PII] for calling APL. You have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm bye bye. Bye.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I