AccountId: 011433970860
ContactId: c0c53eaa-7001-4d24-adcb-7d11350ba2fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253169 ms
Total Talk Time (AGENT): 87108 ms
Total Talk Time (CUSTOMER): 116135 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c0c53eaa-7001-4d24-adcb-7d11350ba2fd_20250203T15:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I never got a card or anything for you with uh our dental. Is there any way you could email it because my wife's at the dentist now, and they're wanting to see if they, you know, y'all cover anything there that would help. If not, then we're, of course we're playing out of pocket, but.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEGATIVE] No, I never got anything.
[AGENT][NEUTRAL] OK. Do you have your social security number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] Sorry it's gonna be loud just a second.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And can I verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh email address is [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And you wanted a card emailed to you?
[CUSTOMER][POSITIVE] Yes, if you don't mind please.
[AGENT][NEUTRAL] OK, I can email it, but I have to tell you our email is not secure enough.
[AGENT][NEUTRAL] We do have an online service center that you can go on and print one off.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, can you give me the number by chance? My wife, the dentist, she just needs the number to get they figure it out by that.
[AGENT][NEUTRAL] Um, it's.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] 02.
[AGENT][NEUTRAL] 560611.
[CUSTOMER][NEUTRAL] 02560611
[AGENT][NEUTRAL] Yes, sir, and it is American Public Life.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hold on, let me, I'm text it to her.
[CUSTOMER][NEUTRAL] From there
[CUSTOMER][NEUTRAL] But like.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And a lot of times they want your group number and that group number is 26063.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 26063
[AGENT][NEUTRAL] And your effective date was [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Will be affected.
[CUSTOMER][NEUTRAL] OK, OK, is there a phone number or can they find it this way? I don't know much about it.
[AGENT][NEUTRAL] They normally can find it by that or if that usually they call and get the benefits is what they do if you give them that information.
[CUSTOMER][NEUTRAL] Or just the number I called you. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and where can I go to get this online since I sent that.
[AGENT][POSITIVE] It is secured.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Am public.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][POSITIVE] So secured. [PII].
[AGENT][NEUTRAL] Yeah, yes, sir. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, and from there just ask for my social and all that it'll do it.
[CUSTOMER][NEUTRAL] On the a.m. public site, is that how you log into it?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, you have to set you an account up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, well I, I appreciate your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Thank you, Mr. [PII] for calling IPO. You have a good day. Uh-huh.
[CUSTOMER][NEUTRAL] Oh alright, thank you. Oh she was asking what is the login info but I gotta set that up. Alright, thank you, bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Yeah, you're welcome. Thank you. Bye-bye.