AccountId: 011433970860
ContactId: bf00f6ad-d6a6-444a-96dd-a19201841106
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 758659 ms
Total Talk Time (AGENT): 302325 ms
Total Talk Time (CUSTOMER): 347210 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/bf00f6ad-d6a6-444a-96dd-a19201841106_20250114T15:43_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] [PII], my name is Mrs. [PII]. My date of birth is [PII]. I have a policy with y'all, which I'm waiting on some papers to come in so I can continue my dental coverage with y'all.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] With with American life y'all had sent me a thing so I could set up uh a thing online for the website and it didn't work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need some help getting into that and how to set it up so I know what I'm doing there and I need to see when they mail those papers out because I keep watching for them.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] OK, I can take a look at that for you. Do you have your policy number, ma'am?
[CUSTOMER][NEUTRAL] No sweetheart, it's in my safe deposit box.
[AGENT][NEUTRAL] OK, I can search it with your social security number if you'd like.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I had retired and they, they, the uh office of benefits, the school board tell me I had to contact y'all but that's what I've been doing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alrighty, and would you mind just verifying for me again your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. And we're wanting to look at that dental policy, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, and I do just have to verify a few other additional bits of information if you don't mind verifying with me your mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect and then just the email and phone number if you can.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Do you have a cell on my house phone? I'm not sure. [PII] is my cell phone. OK, that's my cell.
[AGENT][NEUTRAL] That's the one I have, yep.
[AGENT][POSITIVE] Perfect and.
[AGENT][POSITIVE] Awesome, so you were looking, and I just wanna make sure um what letter were you waiting on?
[CUSTOMER][NEUTRAL] They said they said they had some forms that I had to fill out and send back to them they were sending to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I guess that's because the school's not paying it no more. I'll be paying it.
[AGENT][NEUTRAL] Got you. OK.
[CUSTOMER][NEUTRAL] Do you show him sending it out?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, they, if they did, they didn't make a note on it, but let me.
[AGENT][NEUTRAL] Follow up on that um while I'm working to follow up on that.
[AGENT][NEUTRAL] Is there
[AGENT][NEUTRAL] Um, let's help you with the online service center. Let's see if we can get you in. Um, are you at a computer?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, I'm right at my computer.
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] So where do I say?
[AGENT][NEUTRAL] So the website you want to go to is [PII].
[CUSTOMER][NEUTRAL] OK, hold on [PII] if my eyes are good enough to do this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] AM
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Mhm, you betcha.
[CUSTOMER][NEUTRAL] OK, I see the log in on here for that.
[CUSTOMER][NEUTRAL] APL secured American Public Life APL um is where it took me so let me see what this is. It's American Public Life APL.
[AGENT][NEUTRAL] Yep, you're right and then there should be like a sign in.
[AGENT][NEUTRAL] Or like a new user or something like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says sign in, OK.
[AGENT][POSITIVE] Perfect so you're gonna wanna hit the new user tab when you get to it.
[CUSTOMER][NEUTRAL] New user? OK.
[AGENT][NEUTRAL] And then that first option, mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, got that one and next.
[AGENT][NEUTRAL] And the next would be your last name, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII] I'm packing as I'm going.
[CUSTOMER][NEUTRAL] Social security number.
[AGENT][NEUTRAL] And then yep your social.
[CUSTOMER][NEUTRAL] And I'm not putting that lines between that resin and zip code.
[AGENT][NEUTRAL] No, just the numbers.
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Yep, OK, now let me put my email in there. I actually use to.
[AGENT][NEUTRAL] And I have
[AGENT][NEUTRAL] Blue
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] I ordered that
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me find that E sign. There it is.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Date of birth I have listed.
[CUSTOMER][NEUTRAL] Yeah and date of birth.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I put [PII], yeah, OK, [PII] next.
[CUSTOMER][NEUTRAL] Create your account user name.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Perfect, so this should get you rolling.
[AGENT][NEUTRAL] Um, your username can be whatever you'd like it to be and then as you get to the point where you're setting up the password, um, you'll see like all the little requirements in black and as you meet them they'll gray out and you know you've hit those requirements.
[CUSTOMER][NEUTRAL] OK, it just tells me to put one down. OK, hold on, I'm gonna try just to put them in and see if it takes it.
[AGENT][NEGATIVE] You gotcha.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we go with that email again.
[CUSTOMER][NEUTRAL] Primary phone that's gonna be my cell because I use it more than anything.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK. Text message phone same t[PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][POSITIVE] Your account has been successfully created.
[CUSTOMER][POSITIVE] OK, I definitely wanna save that.
[CUSTOMER][NEUTRAL] OK making sure it's here. I don't wanna do that. OK, submit.
[CUSTOMER][NEUTRAL] Hello girl and you receive claim status update VN. OK. What are your 10 digits to receive updates. OK, let me see.
[CUSTOMER][NEGATIVE] That, that's wrong. I don't know the difference. I don't want a 7.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Va OK.
[CUSTOMER][NEUTRAL] OK, hold on, they send something to my cell phone.
[AGENT][POSITIVE] Perfect and once you verify that email your account will be fully live and ready to go, and you'll have access to everything.
[CUSTOMER][NEUTRAL] OK, let me see something here before I let you go. I wanna make sure.
[AGENT][POSITIVE] Perfect and I do actually have an update for you on your letter when whenever you're ready for it, my friend.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, right here. I'm looking it says covered dependents [PII] and Emil. I don't have Alex and Emil on there no more.
[AGENT][NEUTRAL] Um, I show that they are not covered anymore. It's just you and your husband.
[CUSTOMER][NEUTRAL] Oh, OK, it says, it says right, it says that some people say they grown men. They one owns the company. The other one is the CEO. I'm sitting here saying that they make more money than me, OK.
[CUSTOMER][NEGATIVE] There's no way for them. They should be paying.
[AGENT][NEUTRAL] Yeah, it looks like they aged out.
[CUSTOMER][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] OK, so, um, and it's showing it's active.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh it says set up your direct deposit is that for y'all?
[AGENT][NEUTRAL] Um, so that's something you can set up where if you have, if you have to file your own dental claim, like your dentist doesn't do it and you submit the claim, it would be for us to pay that money to you through your bank account instead of through a check. Uh, most dentist office are going to are gonna file that claim, but if you find yourself in a situation where you have to put in the paperwork on that, I would go ahead and set that up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, no, that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They do.
[CUSTOMER][NEUTRAL] I didn't set it up. I canceled because I've always left the.
[AGENT][NEUTRAL] OK, yeah, I don't think you need it quite honestly, but you can do it if you find yourself in a situation where you have to place your own claim, OK?
[CUSTOMER][NEUTRAL] Alright, and if I wanted to get ID cards on here, where would I go?
[AGENT][POSITIVE] That is an excellent question, my friend. So I do have a user guide, but it does not show me how to access the ID cards, but it is on that website, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, some I don't mean to but.
[AGENT][NEUTRAL] Oh, maybe. OK, my ID card, so there should be a thing that says my coverage.
[CUSTOMER][NEUTRAL] It says available at.
[AGENT][NEUTRAL] At the top of your dashboard?
[CUSTOMER][NEUTRAL] OK, hold on, my coverage dashboard logged out.
[CUSTOMER][NEUTRAL] Payment preferences, notification preferences policy that says my account claim contact us claim forms help.
[AGENT][NEUTRAL] It might be like the very top thing so like you'll have that blue bar that says the contact us claim forms and help and then on the top of that page should be like that first section that should say my coverage.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I actually found it it's where the um I where you, what do you call it? Let me go to the thing it's unusual, believe it or not.
[CUSTOMER][NEUTRAL] Well, where did I go to? OK, where it says available ID cards at the bottom of the card picture they have a little red picture of a camera light.
[AGENT][POSITIVE] Oh good. OK.
[CUSTOMER][NEUTRAL] And you click
[CUSTOMER][NEUTRAL] And you click it.
[AGENT][POSITIVE] Perfect. Now I'll know next time someone asks me, I'll be like, look for the little red camera. Awesome. I love that. Thank you.
[CUSTOMER][NEUTRAL] I just picked up
[CUSTOMER][NEUTRAL] Look, yeah, it says a left hand thing under that card, so I said, OK, that works alright so what I'm waiting on is the papers that they're gonna send me so I can make a payment for y'all.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And so I do wanna let you know that they put the request in on the [PII], which means the letters would have been put in the mail on the [PII], um, it all gets sent out, um, on like the following day so I would actually if you don't get it, I would say give us 10 days to get it to you if you don't get it by next Monday, give us a call back and I'll have somebody get a second request out um but I think that it might need a little more time typically 7 to 10 days.
[CUSTOMER][NEUTRAL] 10.
[CUSTOMER][NEUTRAL] Yeah, because I don't want my insurance, my dental insurance collapse. I mean, I haven't used it, I think since [PII], but I like y'all's dental insurance, so I thought I didn't wanna let y'all go, uh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You know, and we're not, if something happens and it like overlaps by just a couple days while you're waiting on those documents, we're not gonna bar you from coming back we'll accept your paperwork and your payment and we'll move on. So I think it's like 30 or 90 days you have um to reinstate and so.
[CUSTOMER][NEUTRAL] Yeah, well, I don't know when the last time, I don't know when the school board, but last payment they made to y'all, so that's what I'm going out for I'm going.
[AGENT][POSITIVE] Perfect. You're well I show your account is still active, um, so right now you're good um once those papers come out to you, feel free to get them back to us. I think you can email them back as well, um, and then we will go from there from taking care of everything for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right then I sure appreciate you. Thank you, ma'am.
[AGENT][POSITIVE] Hey, it's my pleasure, Ms. [PII] thank you so much for giving us a call and I'm really, really happy I was able to help you out today.
[CUSTOMER][POSITIVE] Alright thank you sir.
[AGENT][POSITIVE] My pleasure you take care.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] I got phones.
[CUSTOMER][NEUTRAL] There we go.