AccountId: 011433970860
ContactId: a38277f6-2da5-47e1-86af-d186d08b804c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 562869 ms
Total Talk Time (AGENT): 284269 ms
Total Talk Time (CUSTOMER): 229621 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a38277f6-2da5-47e1-86af-d186d08b804c_20250220T17:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. Got a question for you.
[AGENT][POSITIVE] Oh, I'll be happy to help you.
[CUSTOMER][NEUTRAL] Um, I got.
[CUSTOMER][NEUTRAL] Yeah, I got this APL, uh, public life thing in the mail.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy and ID cards.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I have to uh
[CUSTOMER][NEUTRAL] Do I have to activate these cards?
[AGENT][NEUTRAL] You do not.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, and, uh, a second thing I want to ask you, is this actually the uh card you use for medical and dental?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can help you with that, Mr. [PII]. Do you have your policy number listed on that card? Could be a policy cert number or inpatient or outpatient cert number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah I have it uh it's uh 02.
[CUSTOMER][NEUTRAL] 579-686
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. Can you verify your date of birth and current mailing address?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And then what is a good callback number in case we get disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then finally, I have a Gmail address on file. Can we verify that Gmail address?
[CUSTOMER][NEUTRAL] Uh, currently [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] All right, Mr. [PII], the policy number that you gave me is for your dental coverage.
[AGENT][NEUTRAL] Now, I also see you have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A medical policy and critical illness policy with us.
[AGENT][NEUTRAL] The critical illness policy does not
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Provide an ID card.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you get another card for your hospital indemnity coverage with policy number 2579853?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, I wouldn't know because I'm not at home.
[AGENT][NEUTRAL] You're not at home.
[CUSTOMER][NEUTRAL] And I don't know if it do you know when it was mailed out?
[AGENT][NEUTRAL] It would have been mailed out with your at the same time as your dental policy card.
[CUSTOMER][NEUTRAL] Because this is the only
[CUSTOMER][NEUTRAL] Oh, I didn't
[CUSTOMER][NEUTRAL] Uh, is it from the same people too, American Public Life or Universal trucking? Oh.
[AGENT][NEUTRAL] It is, yes, sir.
[CUSTOMER][NEUTRAL] What's the name of this insurance center? is it Universal Trucking or?
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] APL American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have to go home and look for it because.
[CUSTOMER][NEUTRAL] This is the only thing I received in the mail first was this uh dental card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 3, so you said it should be another one you said don't come with cards?
[AGENT][NEUTRAL] So your critical illness card does not have a card. Your medical policy does have a card, your hospital indemnity, but I can email you a copy of your card if you would like for your medical.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I'm gonna need it for Monday, mhm.
[AGENT][NEUTRAL] I'll just go ahead and put that in the email for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll have that available and you know, you may have it at home too, but at least you'll have it on your phone if you're out and about and need it.
[CUSTOMER][NEUTRAL] Yeah, please, um.
[AGENT][NEUTRAL] And it will
[CUSTOMER][NEUTRAL] So the critical thing is I guess if you're I'm sorry.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] If the critical is like if you go in that's how they look up the policy and all that stuff I know.
[CUSTOMER][NEUTRAL] I'm not understanding that one there.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, so your critical illness covers critical illness disease and we can look at that policy and I'll be happy to, um, that is like for your major critical illnesses.
[AGENT][NEUTRAL] Now when I send you this email it'll also include.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your, um, our website and you can actually create an account online and you can click on the policy numbers and view each of your policy benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will do that.
[AGENT][NEUTRAL] I'm just working on getting this email together for you.
[CUSTOMER][POSITIVE] Alright I appreciate it.
[AGENT][POSITIVE] No, it's my pleasure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna put the policy number on there as well.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Just about got that ready for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And be sure, you know, if you want to view your policy benefits, be sure to create that account online.
[CUSTOMER][NEUTRAL] OK, I will.
[AGENT][POSITIVE] And that'll help you as well.
[CUSTOMER][NEGATIVE] I know you don't, I know you don't want me calling you back.
[AGENT][NEUTRAL] Why not? Of course I do.
[AGENT][POSITIVE] We are here to help you.
[CUSTOMER][NEGATIVE] Now I'm just messing with you.
[AGENT][POSITIVE] But it does help, it does help you to get your full benefits when you understand what's covered.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And to understand the policy.
[CUSTOMER][POSITIVE] Yes, I got you.
[AGENT][NEUTRAL] But you know, if you, if you need any help at any time, at any time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] We would love for you to call us back.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] No, that's what we're here for.
[CUSTOMER][POSITIVE] OK, I got you. I appreciate that.
[AGENT][POSITIVE] And, and that is what we love to do is to help our.
[AGENT][NEUTRAL] Um, policyholders.
[CUSTOMER][POSITIVE] Customers, yes, I got you.
[AGENT][NEUTRAL] OK. So I have sent that email for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you wanna check and make sure you got it and can open that attachment?
[CUSTOMER][NEUTRAL] OK, let me see because didn't.
[CUSTOMER][NEUTRAL] Didn't come through yet.
[CUSTOMER][NEUTRAL] Look at my primary.
[AGENT][NEUTRAL] It's gonna be from the care team.
[CUSTOMER][POSITIVE] Care team, I got it, yes, I do.
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] I have it mhm.
[AGENT][NEUTRAL] All right. And your policies have been active since um [PII].
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK then, cool alright.
[CUSTOMER][NEUTRAL] I'm gonna go through this later and set it all up.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] And with uh any problems, no, that'll be it. I appreciate your time and your help, your courtesy and everything, your laughter, your smile, even though I can't see it.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Oh, sure.
[AGENT][POSITIVE] Well, I'm glad you can hear it.
[AGENT][NEUTRAL] You know, people say you can't hear a smile, and I believe you can.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] I you can because you can if you could, you could tell from the personality and the voice you can visualize the smile.
[AGENT][POSITIVE] That's right. Well, it has been that, I, I, I, I feel used to, so that's a good thing.
[CUSTOMER][NEUTRAL] Right, yeah, there you go.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] You know, uh, you know, we need to spread more smiles in this world today.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][POSITIVE] More love, more smiles, more understanding, more patience, the whole variety.
[AGENT][NEUTRAL] Kindness and
[AGENT][NEUTRAL] And help to each other exactly it doesn't to me either. I don't know why we've gotten such a to be such.
[CUSTOMER][NEGATIVE] Yeah, doesn't make no sense. Oh yeah.
[AGENT][NEGATIVE] A closed generation, you know, I just don't get it. I'm, I'm not from this generation. I'm from your generation.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't get it either, me either. I'm a.
[CUSTOMER][NEUTRAL] Yeah, I'm a [PII] baby and trust me, I, I'm, I'm shaking my head.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, me too. I'm [PII], baby, so, and I'm a [PII] baby too, so, you know.
[CUSTOMER][NEGATIVE] Like I can't believe it.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's like.
[CUSTOMER][POSITIVE] Oh, go ahead, girl. That's what I'm talking about. You're really on board now.
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] July.
[AGENT][POSITIVE] That's right. Best month ever.
[CUSTOMER][POSITIVE] Yeah, cool.
[CUSTOMER][NEUTRAL] Right, that's what I say.
[AGENT][POSITIVE] But yeah, but you just call us if you ever need any assistance. We're here for you.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Alright, I sure will.
[AGENT][NEUTRAL] Oh, and one other thing just for you, just so you know, on your dental and medical, there's no network participation, so you can go to any dental provider or any medical provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK cool that's, I love it. All right.
[AGENT][POSITIVE] Yeah, never know when you're gonna be out on the road in someplace that doesn't have, you know, a participating provider in that area, so you're good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, that's what I I forgot his name but uh we got it.
[CUSTOMER][NEUTRAL] Uh, opened my policy for me. He was telling me that.
[CUSTOMER][NEUTRAL] You said the only thing I don't have is prescription because they don't deal with that or something like that?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Right. That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, see you, alright then.
[AGENT][POSITIVE] Mr. [PII], thank you for calling AP. That's correct.
[CUSTOMER][NEUTRAL] [PII] it was right?
[CUSTOMER][NEUTRAL] Alright, alright, [PII].
[AGENT][POSITIVE] And thank me too, Mr. [PII]. Thank you. It's been my pleasure and thank you for calling APL and you have a wonderful day and stay warm.
[CUSTOMER][POSITIVE] It was I enjoyed talking to you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright you do the same thank you.
[AGENT][POSITIVE] All right, thank you sir bye bye.
[CUSTOMER][NEUTRAL] OK, bye bye.