AccountId: 011433970860
ContactId: b6c9fc56-595c-4f8d-aec9-ac392c4bed49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317059 ms
Total Talk Time (AGENT): 130914 ms
Total Talk Time (CUSTOMER): 51633 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/b6c9fc56-595c-4f8d-aec9-ac392c4bed49_20250528T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was seeing if it's possible if you could email me my, uh, insurance card, my health insurance card.
[AGENT][NEUTRAL] May I have your name and policy number?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and uh I don't, I don't have my policy number. Like I don't have any information about my insurance.
[AGENT][NEUTRAL] OK, may I have your social?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, I didn't get the first number. I got [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], could you please verify your date of birth with me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And also could you verify the mailing address to make correct in our system?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, I'm sorry, [PII].
[AGENT][NEUTRAL] OK, and we do have an email address. Could you verify that for me please?
[CUSTOMER][NEUTRAL] It's uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is there a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so you're needing me to email the cards to that [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, this is for the health insurance, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it looks like you have dental.
[AGENT][NEUTRAL] We make sure.
[CUSTOMER][NEUTRAL] I think I have dental health and vision.
[AGENT][POSITIVE] I'm pulling it up for you.
[AGENT][NEUTRAL] So for us, it looks like dental.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Health and let me see which one this one is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] For this one.
[CUSTOMER][NEUTRAL] So I
[AGENT][NEUTRAL] It shows critical illness. So you have dental.
[AGENT][NEUTRAL] Health insurance and critical illness with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So would you like for me to submit.
[AGENT][NEUTRAL] Those cards over let me make sure we do have the cards because it could come from a different entity. Let me check that for you.
[AGENT][NEUTRAL] OK, so those look like we do have the medical card that I can email to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And we do have the dental card as well.
[AGENT][NEUTRAL] Now, the critical illness, there's not a card for the critical illness. So I can go ahead and send you the, your indemnity, which is your medical and your
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bent over via email. Now, once you receive that, you do have the option to set up a secured, go to our secured portal and you will be able to download any of your information like your benefits you can review that. If you're needing to submit claims, you do have the option to submit claims via that portal as well. So I will get that request over and submit you your ID cards for your dental and in your medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's perfect.
[AGENT][POSITIVE] OK, I will get that over for you today and I do wanna thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] Hey you too. Thank you.
[AGENT][POSITIVE] Thank you, bye.