AccountId: 011433970860
ContactId: a9d01ade-b9f2-40c9-a3c0-db1b3db8b13a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 679750 ms
Total Talk Time (AGENT): 227498 ms
Total Talk Time (CUSTOMER): 178769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/a9d01ade-b9f2-40c9-a3c0-db1b3db8b13a_20250317T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII] here. Um, I'm a customer of American Public Life through the, the, uh, UTBA network, and I lost my ID card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. All right. And
[CUSTOMER][NEUTRAL] Yeah, I need, you know, you know, so I need the information off that so that I can check in for a virtual check in for my for my doctor, you know, so I have an appointment later today is a telephone appointment.
[AGENT][NEUTRAL] Mhm. All right, Mr. [PII], um,
[AGENT][NEUTRAL] By any chance, do you remember the policy number or are you OK with us using your social security number to make the search?
[CUSTOMER][NEUTRAL] Um, I'll have to use the social security number.
[AGENT][POSITIVE] Mhm. All right, I'm ready whenever you're ready.
[CUSTOMER][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3, you know, you know, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to search it up.
[AGENT][NEUTRAL] All right, Mr. [PII], I was able to find your policy and before um we continue, can we verify your date of birth and address, please?
[CUSTOMER][NEUTRAL] It's [PII] that would be [PII].
[AGENT][NEUTRAL] And your address, please.
[CUSTOMER][NEUTRAL] So it may have changed now from your information but it's [PII].
[CUSTOMER][NEUTRAL] [PII] Oak, [PII]. I do have my previous address that I can give you also.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, we do have the previous one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Which would be [PII].
[AGENT][POSITIVE] Yes, that is correct. Um, I can go ahead and have it updated for you in future, um, in case we have any future correspondence going out for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, do you mind repeating that new address for me, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Live Oak, you know, you know, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you very much. And after the call, I will be updating the new address for you. And as right now, we don't have an email registered. Um, would you?
[CUSTOMER][NEUTRAL] OK, yeah, can I give you that now?
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Mhm, yes, I can add it.
[CUSTOMER][NEUTRAL] OK, that would be my full name, you know, [PII], as all lowercase.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, I have it and I will add it to your policy information. Allow me just a second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, I am currently working on this email for you, where I will be attaching a copy of your policy ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know it's not a terribly long number, is it?
[AGENT][NEUTRAL] No, it is not. Um, I can also provide it for you if you'd like me to do so.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Please do so.
[AGENT][NEUTRAL] Mhm. Yes, I can.
[AGENT][NEUTRAL] It, well, it will, I will ask if um this is for your dental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, this is from my regular medical policy. I wasn't aware that I had a dental policy.
[AGENT][NEUTRAL] Oh, well, APL only handles your dental policy, and I do see a second one which is, um,
[AGENT][NEUTRAL] Let's see it's.
[CUSTOMER][NEUTRAL] Right, because I'm trying to cover a doctor's visit today.
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] Oh, your, the policies that APO handles is a dental in a critical illness.
[AGENT][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Well, let's see, uh, I guess, you know, that kind of thing that I'm probably dealing with who could be a critical illness, because, you know, it has to do with hypertension and high blood pressure and diabetes.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I will say that for
[CUSTOMER][NEUTRAL] You can just give me both of those numbers.
[AGENT][NEUTRAL] Mhm. Yes, I can.
[AGENT][NEUTRAL] I'm trying to see as well if we do have an ID card for um the other one.
[AGENT][NEUTRAL] We probably don't issue ID cards for this type of product, but we do for um the dental. I'm trying to.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] That's interesting.
[AGENT][NEUTRAL] I'm trying to
[CUSTOMER][NEUTRAL] So the thing I've been carrying around all these years that I just recently lost was a dental plan.
[AGENT][NEUTRAL] Yes, it was a dental one.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] You know, because I
[CUSTOMER][NEUTRAL] Yeah, because, uh, I was using that to go to a regular doctor's office in order to get my checkups.
[AGENT][NEUTRAL] I'm trying to verify this policy. All right.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] You could just go ahead and give me both of those numbers.
[AGENT][NEUTRAL] Sure, uh, for the dental one, it is 99.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 4852.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the other one, it is 995653.
[CUSTOMER][NEUTRAL] 995653 and that's for, you know, for critical illness.
[AGENT][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] And I do have a policy ID card for both of them. So I can um I will be attaching both of those into the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and if you don't mind, you can hold with me just for a couple of seconds while I work in the email for you and we can verify if you have received it or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII], I have just sent the email to you and you can let me know whenever you receive it.
[CUSTOMER][NEUTRAL] OK, just a second.
[CUSTOMER][NEGATIVE] Well, I haven't received it yet.
[CUSTOMER][NEUTRAL] Let me say a promotions there.
[AGENT][NEUTRAL] So I think
[CUSTOMER][NEUTRAL] Primary.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got one from Rocket Mortgage.
[AGENT][NEUTRAL] OK, we can um you can refresh the page.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, there Amy Santos uh policy ID card.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm, that is correct. I have attached both of the ID cards. Um, I can also, uh, mail a hard copy for you.
[AGENT][NEUTRAL] If you'd like me to do so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And mm all right.
[CUSTOMER][NEUTRAL] Please do.
[AGENT][NEUTRAL] I have requested those ID cards for you and is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No I think we're doing OK.
[AGENT][POSITIVE] All right, Mr. [PII]. Thank you for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Very good.