AccountId: 011433970860
ContactId: bd59b4b2-6145-446d-81d9-d153456a615f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 629849 ms
Total Talk Time (AGENT): 150976 ms
Total Talk Time (CUSTOMER): 209676 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/bd59b4b2-6145-446d-81d9-d153456a615f_20250310T13:45_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] Yes, it's [PII]. This is uh [PII]. I'm contracted to MC Select out of [PII], and um
[CUSTOMER][NEUTRAL] I got the health insurance and dental, uh, and so I.
[CUSTOMER][NEUTRAL] Don't have any uh ID cards to show.
[CUSTOMER][NEUTRAL] When I go to the uh doctor.
[AGENT][NEUTRAL] OK, may I have your social to pull your policy up?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could you verify your date of birth with me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I do need to verify the mailing address listed on file and to get a callback number.
[CUSTOMER][NEUTRAL] It should be [PII].
[CUSTOMER][NEUTRAL] [PII] zip code callback number would have been [PII] or either [PII].
[AGENT][NEUTRAL] And it does like we have, yes, go ahead.
[CUSTOMER][NEUTRAL] Email address
[CUSTOMER][NEUTRAL] And [PII] or either [PII].
[AGENT][NEUTRAL] OK. We do have the Russo Trucking. Is that the one that you would like to have on file?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You can, you can use the end [PII]. That's more like my business uh email.
[AGENT][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I will get that, OK.
[CUSTOMER][NEUTRAL] Let me make sure, let me make sure. It's [PII].
[CUSTOMER][NEUTRAL] Wanna make sure
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And so I do have that you would like to update your email address to end [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And and and what I, how do I, I get the uh the information on the dental plan, uh.
[CUSTOMER][NEUTRAL] Yeah, yeah, I don't see, I don't know, I don't know if, if this stuff has already been sent.
[CUSTOMER][NEUTRAL] Had been sent to the house and and they just throw it to the side or something. I don't know.
[AGENT][NEUTRAL] OK, cause it looked like the policy was effective [PII]. So the ID cards would have been submitted out last year.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Now what I can do I can send a request to see if they can submit some more out and you also have the option to go onto the portal as well if you're needing them right now where you could download them.
[CUSTOMER][NEUTRAL] OK, what, what's the uh.
[CUSTOMER][NEUTRAL] How do I, how do I get, uh, OK, but I'm gonna say you give me the link on how to.
[AGENT][POSITIVE] Yes, yes, are you ready for that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that will be secured, which is spelled SEC.
[AGENT][NEUTRAL] You are
[AGENT][NEUTRAL] ED
[CUSTOMER][NEUTRAL] Oh hold on, I'm gonna ask you a question. Can you email me that link?
[AGENT][NEUTRAL] I don't have the option to submit an email.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK, one second, let me, uh.
[CUSTOMER][NEUTRAL] Let me go to uh.
[CUSTOMER][NEUTRAL] OK, they.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] It is spelled secured with a D that is SEC.
[AGENT][NEUTRAL] You are
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Public
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Secure that's uh OK, I'm gonna read back to you. SE Sam [PII] Charlie.
[CUSTOMER][NEUTRAL] Uh umbrella, rain.
[CUSTOMER][NEUTRAL] And he flew dogs.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] A M
[CUSTOMER][NEUTRAL] Public
[CUSTOMER][NEGATIVE] Not cool.
[AGENT][NEUTRAL] OK. The letter before the D, was that an I or E?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Like, like, OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] put it up something else to want some like some kind of social banking investment or.
[AGENT][NEUTRAL] For AM [PII], did you spell it [PII]?
[AGENT][NEUTRAL] LIC
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Do I put AM and [PII] together or separated?
[AGENT][NEUTRAL] They're together.
[CUSTOMER][NEUTRAL] OK, that's what I got and you [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you're showing the same thing.
[AGENT][NEUTRAL] OK, I just actually pulled it up and it came in with the APL website, so that should be secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's what I got.
[CUSTOMER][NEUTRAL] I'm pulling up on my phone. I don't know.
[CUSTOMER][NEUTRAL] Try this other phone I got.
[CUSTOMER][NEUTRAL] OK, I see it here. I did it the other way. It pulled up the other way.
[AGENT][NEUTRAL] OK, and what you would have to do, you will go into a new user if you haven't set it up before.
[CUSTOMER][NEUTRAL] OK, and they ask me.
[AGENT][NEUTRAL] And you will have to set up a username and password.
[CUSTOMER][NEUTRAL] OK, if I had, I don't, I never done this before, but OK, uh, OK, I'll set it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And would you like for me to give you your policy number?
[CUSTOMER][NEUTRAL] Let, let me write it down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, OK, I'm ready.
[AGENT][NEUTRAL] Your policy number for the medical is 02.
[AGENT][NEUTRAL] 47.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 53.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 60.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got that.
[AGENT][POSITIVE] And I will get the request submitted over for you and is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, uh, no, ma'am, I'll just call, I'll just call, I'll just call back and get the one for the dental later.
[AGENT][NEUTRAL] OK, if you were going online to set up the username and password once you have access to that portal, you will be able to pull up the dental as well.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Oh, OK, OK, alright, appreciate it.
[AGENT][POSITIVE] You're welcome, and I do wanna thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright you too bye bye
[AGENT][POSITIVE] Thank you, bye.