AccountId: 011433970860
ContactId: b39e1ad2-1fa8-40f5-a1fb-0945f99f1f32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328359 ms
Total Talk Time (AGENT): 132665 ms
Total Talk Time (CUSTOMER): 136350 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/b39e1ad2-1fa8-40f5-a1fb-0945f99f1f32_20250319T14:07_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yeah, now I got some mail from this, uh, APL. I think it is insurance for dental.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm not sure uh.
[AGENT][NEGATIVE] You're not sure why you received it?
[CUSTOMER][NEUTRAL] I mean, I, I don't.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did you apply for benefits through a job through your employer?
[CUSTOMER][NEUTRAL] I mean, I was in an accident. I don't even, I don't even remember though. I probably did, from Minard. I worked at Minard's.
[CUSTOMER][NEUTRAL] Uh, caterpillar, uh.
[AGENT][NEUTRAL] What's the, do I give the policy number on the card or anything?
[CUSTOMER][NEGATIVE] I do, I did have that, but I'm at work on my lunch break and I had called yesterday, but I don't even have a mail on me.
[CUSTOMER][NEGATIVE] I don't even have my mail on. I just.
[AGENT][NEUTRAL] What is your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me that again and could you slow down so I can type it in the system because I didn't catch all of it unfortunately.
[CUSTOMER][POSITIVE] Yes, ma'am. I'm sorry.
[CUSTOMER][NEUTRAL] 351
[CUSTOMER][NEUTRAL] 70
[CUSTOMER][NEUTRAL] 457 3
[AGENT][POSITIVE] Thank you. And what's your name?
[CUSTOMER][NEUTRAL] The tab of irons.
[AGENT][NEUTRAL] I tell you, could you verify a good call back number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII]. My mailing address is [PII].
[AGENT][NEUTRAL] Uh, what's the city and state?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you and your email address that we have on file for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I can barely hear you.
[CUSTOMER][NEUTRAL] I I
[CUSTOMER][NEUTRAL] 475
[AGENT][NEUTRAL] We have something different.
[CUSTOMER][NEUTRAL] I just stepped outside.
[AGENT][POSITIVE] I see it's gonna blow you away, sound like.
[CUSTOMER][NEUTRAL] Yes, uh, can you hear me better now? Hold on, let me take off.
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Can you hear me better now?
[AGENT][NEUTRAL] I can a little. We have a different email address. Do you recall the email address that you had when you first signed up for the benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, it's a [PII].
[AGENT][NEUTRAL] No it's a different a different email address.
[CUSTOMER][NEUTRAL] You said that's a different email?
[AGENT][NEUTRAL] Yes something. Mhm, we have something different.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you have a second email address?
[CUSTOMER][NEUTRAL] It could be it could be [PII] or [PII]. The one I use now is uh 8 [PII].
[AGENT][NEUTRAL] OK, that's what we have.
[AGENT][NEUTRAL] That's the one that we have [PII]. Would you like to change it to your current email address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Give me the current one.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 6475.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So that's [PII], which is your last name, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So it looks like you have a dental policy here with us at American Public Life, a medical policy.
[AGENT][NEUTRAL] And accidental and it's for innovative staff solution is that company familiar?
[CUSTOMER][NEUTRAL] Yeah, that's what I'm, uh, that's what I'm working for now, yeah, that's probably what it is then.
[AGENT][NEUTRAL] So it looks like you have dental.
[AGENT][NEUTRAL] Medical
[AGENT][NEUTRAL] You have a dental claim, a dental policy, a medical policy, and an accidental policy.
[CUSTOMER][NEUTRAL] OK, well, the, the, the car, the two cars that I got was like for um dental.
[AGENT][NEUTRAL] Yeah, I'm looking at it now. It shows that your your your medical and your accidental was terminated, but your dental is active.
[CUSTOMER][NEUTRAL] OK. Oh, OK.
[AGENT][NEUTRAL] So you have an active dental policy here with us.
[CUSTOMER][NEUTRAL] OK, well, I was just calling to make sure what it was then.
[AGENT][NEUTRAL] Yep, you have a dental policy. You didn't remember what you applied for?
[CUSTOMER][NEUTRAL] I was trying to figure out
[CUSTOMER][NEUTRAL] No, I did. I was just, you know what I'm saying. Well, it's been within uh.
[AGENT][NEUTRAL] Or has it been a while?
[CUSTOMER][NEUTRAL] I don't know, maybe a month or so, somewhere like that.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Cause I just got hired to just sell a job. I probably did put it in.
[AGENT][NEUTRAL] Alright. Is there anything else that I can assist you with today? Would you like to verify your benefits or anything?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And so I probably, I gotta get off break, but I probably will call back and try to get that and I just wanted to make sure everything was OK.
[AGENT][NEUTRAL] OK then, Mr. Is well.
[CUSTOMER][POSITIVE] And legit, you know.
[AGENT][NEUTRAL] Yeah, so, yeah, because there's a lot of scheming going on these days. However, you do have a policy with us and we'll be here when you give us a call back to verify your benefits and eligibility.
[CUSTOMER][NEUTRAL] I know it is.
[CUSTOMER][POSITIVE] Yes ma'am. I appreciate it. Thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Goodbye.