AccountId: 011433970860
ContactId: c3bac856-41f0-4cc9-b023-67beb6b2d161
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 594080 ms
Total Talk Time (AGENT): 239101 ms
Total Talk Time (CUSTOMER): 103288 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c3bac856-41f0-4cc9-b023-67beb6b2d161_20250605T12:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, good morning, how are you doing?
[AGENT][POSITIVE] I'm great, and how are you today?
[CUSTOMER][NEUTRAL] I'm alright.
[AGENT][POSITIVE] Good. Well, how can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I was calling. I thought I had um like the vision card in my email, but I don't have one. I was saying could you email me one?
[AGENT][NEUTRAL] OK, you're trying to find out about vision coverage, is that what you said?
[CUSTOMER][NEUTRAL] Yes ma'am, I have vision coverage, but I don't have the, I mean not vision coverage, general coverage I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so are you needing dental or vision information?
[CUSTOMER][NEUTRAL] I need the dental uh dental information.
[AGENT][NEUTRAL] OK, I was gonna say cause we don't offer vision here at APL. So, Mr. [PII], I can help you with your dental. What is your callback number, please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your um policy number. If not, if you don't have that, Mr. [PII], I can look it up with your full social.
[CUSTOMER][NEUTRAL] No, ma'am, I don't have it.
[AGENT][NEUTRAL] OK, what is your full social security number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright thank you one moment while I look up your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], so, um, first off, I will need to verify several things with you for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the next piece of information to verify is going to be your email I'm sorry, your mailing address.
[CUSTOMER][NEUTRAL] Um, is it [PII]?
[AGENT][NEUTRAL] City, state, and zip?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you so much for verifying all of your information. So, um, I can order additional ID cards to be mailed to you, but that takes about 10 business days. Have you set up your profile before in our portal, Mr. [PII], where you can have access to all of your information online?
[CUSTOMER][NEUTRAL] Um, no, ma'am, I didn't because I was wondering, could you just email it to me?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, one moment, and you can also again set up your profile in our portal at [PII] and that will give you access to your information anytime. You can print your ID card, your policy information is also out there, um.
[AGENT][NEUTRAL] And the website again that you would go to which is also gonna be on your ID card information.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] [PII]. So give me a moment to get your ID cards because we did mail those cards back to you.
[AGENT][NEUTRAL] Um, to that address back in March.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment while I get that information pulled up.
[AGENT][NEUTRAL] It takes a moment to load that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], so I am emailing you that now and the email that you're going to receive will come from [PII].
[AGENT][NEUTRAL] And I did put APL ID cards in your subject line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It should not go to your junk or spam folder, but if you have not seen that in your inbox in just a couple of moments, then I would uh check either your junk or spam folder just to make sure.
[AGENT][NEUTRAL] And I can also verbally give you your policy number if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you'd like to just write that down, but again it will be on your ID cards and the information about setting up your portal and the website you would go to to do that is going to be attached on the top portion of the ID card.
[CUSTOMER][POSITIVE] OK, well that, that's alright. That, that's, uh, good, that's good enough.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right. Did you, did you receive the email?
[CUSTOMER][POSITIVE] Yes ma'am, I got it.
[AGENT][NEUTRAL] You did receive it? OK. All right then. Was there anything else that I can help you with this morning, Mr. [PII]?
[CUSTOMER][POSITIVE] Yes ma'am, I received it.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am. I think that it, I was trying to see what was the name of the provider of this like when I.
[CUSTOMER][NEUTRAL] I forgot all about you.
[AGENT][NEUTRAL] Mm, what do you mean? We show that this is through your employment with Evergreen.
[AGENT][NEUTRAL] Through universal trucking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I'm trying to look at this. Yes, ma'am, I got it.
[AGENT][POSITIVE] You did say, OK, good.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Well, you're very welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, my, I think the state the insurance was what is the the the name of the insurance.
[AGENT][NEGATIVE] Mr. [PII], I'm so sorry, but your voice is breaking up now.
[CUSTOMER][NEUTRAL] Oh, I was saying, OK, who did you say this insurance was through? What's the provider name on this insurance?
[AGENT][NEUTRAL] Our company name is APL and that ID and that information is on, yes, sir, and that information is on the ID card.
[CUSTOMER][NEUTRAL] APU
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Along with our claims, uh, mailing address and your policy number.
[CUSTOMER][NEUTRAL] OK, OK, yes ma'am, I just zoomed into what I'm.
[AGENT][NEUTRAL] Above your name, it says APL American Public Life. Yes, sir. Mhm.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] All right. Well, you are welcome. And again, if that is all I can help you with, I hope you have a wonderful day and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] All right, thank you so much. Yes, sir, and thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh