AccountId: 011433970860
ContactId: bb3915e0-c217-4edb-b01b-ee7c44a3bdb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 520510 ms
Total Talk Time (AGENT): 242624 ms
Total Talk Time (CUSTOMER): 113857 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/bb3915e0-c217-4edb-b01b-ee7c44a3bdb0_20250210T15:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I was calling to find out how can I get um my dental and health cards for our insurance.
[AGENT][NEUTRAL] OK, you
[AGENT][NEUTRAL] Oh, I'm so sorry. So yes, ma'am, you're wanting to find out about how to go about getting a copy of your ID cards. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. I had called back in December to the I guess the, the, through the job and um they claimed that they sent it in but I'm not quite sure um it it's been twice that I talked with them and I haven't received anything yet.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, so, well, yes, ma'am, I can help you with this, and who am I speaking with?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] My name is [PII]. My husband is the one with the insurance. His name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your husband's so is your is it through your husband's employer you said, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, and what is his full social so that I can look up the information?
[CUSTOMER][NEUTRAL] Give me 1 2nd, I'll pull that up for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to locate the policy information first off.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], I will have to verify several things with you first for security. So if you could first please verify your husband's date of birth and then also your date of birth.
[CUSTOMER][NEUTRAL] I'm sorry, ma'am, I couldn't hear you. What did you say?
[AGENT][NEUTRAL] What I said, any information that I provide would be a verification of benefits and not a guarantee of payment, and I need to verify several things with you first for security. So first off, if you could please verify your husband's date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] My husband's date of birth is [PII], I'm sorry.
[AGENT][NEUTRAL] Mhm. And
[CUSTOMER][NEUTRAL] And my
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Thank you. The home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. The phone number that we would have for Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Like [PII] let me make sure [PII].
[AGENT][NEUTRAL] OK. I, yeah, your voice cut out just a little bit, Misses. Could you repeat the full number again, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII], yes ma'am.
[AGENT][NEUTRAL] And what was the first part of it? I heard [PII], and then what was the rest of it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Give me just a moment to look at a couple of things.
[AGENT][NEUTRAL] OK, so what I can do is I can request ID cards to be mailed on both of the policies to this address. We have mailed them before to that address back when the policy last year in March when the policy first went into effect. Now, I don't see where we have received any other request.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Here at APL on these policies, but I will request, give me just a moment to do that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][POSITIVE] Takes me just a moment. Thank you for your patience.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I have ordered both of the medical, the hospital indemnity cards, as well as the dental cards to be mailed to that address. Now, Ms. [PII], it does typically take about 10 business days for those to be received. And when Mr. [PII] has an opportunity to call, um, we're here Monday through Friday from [PII] Central time, we do need to add an email address on file for him. And once we add the emails.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh excuse me, I'm so sorry.
[AGENT][NEUTRAL] That will allow you all or to be able to set up a profile in our online service center portal, but we can only add that email address with him since he is the primary policy holder.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So if you all, you know, can get that added then again that's gonna give you the ability to have access to the ID cards and stuff online as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, and then the other cards, you know, again, have been ordered and should be mailed to that address that you verified with me.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Well, is there anything else, Ms. [PII] I can help you with today?
[CUSTOMER][NEUTRAL] Um, I was gonna ask, does it explain the benefits and, um, like what, what networks we should be using?
[AGENT][NEUTRAL] Uh, once you're able to set up the, the ID cards, we'll give, let me look on.
[AGENT][NEUTRAL] So your dental policy doesn't have any, it's not a network plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you may get choose any provider. And your hospital indemnity plan, let's see, just a moment.
[AGENT][NEGATIVE] It is also not a network plan.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then once the profile has been set up in the portal, there is a copy of both of your policies benefits information in there as well.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all I had. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome and if that is all I can help you with, and thank you again for calling APL Ms. [PII] and I hope you have a very nice day.
[CUSTOMER][POSITIVE] Yes, ma'am. You too. Thank you.
[AGENT][POSITIVE] You're very welcome and thank
[AGENT][POSITIVE] Thank you as well.