AccountId: 011433970860
ContactId: a6deed08-7a47-43dd-97c3-b919e03b2551
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285399 ms
Total Talk Time (AGENT): 100166 ms
Total Talk Time (CUSTOMER): 111621 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a6deed08-7a47-43dd-97c3-b919e03b2551_20250624T22:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling to try to figure out what benefits do I have?
[CUSTOMER][NEUTRAL] With y'all.
[AGENT][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] American
[AGENT][NEUTRAL] Mr. [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02615680.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much. Um, so, Mr. [PII], the policy you have with us is, uh, or I'm sorry, this is a dental policy.
[AGENT][NEUTRAL] So you, uh, like you have a medical policy with us, group accident, disability, and a group term life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I do. Um, I only have one card though.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] You should have received a card for your medical policy, but the other policies don't carry cars, but I can send a request to have it mailed out to you as far as the medical plan.
[CUSTOMER][NEGATIVE] Yes, because I need a bag. I just look like a fool today because they um
[CUSTOMER][NEGATIVE] They didn't notified that they changed medical.
[CUSTOMER][NEUTRAL] Um, plans in April. So I had the same old card in my pocket the whole time. And I've seen this APL American Public Life paper and I never opened it.
[CUSTOMER][NEUTRAL] And 2 today, so.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, when I went to the dentist, I couldn't use the oven, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] So you can send me another car.
[AGENT][NEUTRAL] Uh yes, sir. I sent a request so they can send out a card to you. I would say give it 3 to 5 business days, or we do have an online service center where you can set up an account to view your cards and print out any temporary cards.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because they, um, all of them have different numbers.
[AGENT][NEUTRAL] Yes, because there are different policies.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] How about the vision?
[AGENT][NEUTRAL] Uh, we don't offer vision insurance. Uh, you may have to contact your employer or group and they can verify who you may have vision insurance with.
[CUSTOMER][NEUTRAL] It's getting
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like you're with Benefits and a card. Uh, you can contact, uh, Benefits and a card and they can verify who you have vision with.
[CUSTOMER][NEUTRAL] You said benefit in car?
[AGENT][NEUTRAL] Benefits in a card, I give you their phone number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, yes, sir. [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][POSITIVE] Thank you much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. You have a great day, Mr. [PII].
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But