AccountId: 011433970860
ContactId: c669189a-de5b-4b50-82f9-3f91f082efe9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360959 ms
Total Talk Time (AGENT): 117824 ms
Total Talk Time (CUSTOMER): 136877 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/c669189a-de5b-4b50-82f9-3f91f082efe9_20250619T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, I have the general teeth and I need my, um.
[AGENT][POSITIVE] Happy [PII].
[CUSTOMER][NEUTRAL] I need my dental and vision policy number so I can get to the dentist.
[AGENT][NEUTRAL] OK, um, so APL doesn't provide vision, but I can give you your dental information.
[CUSTOMER][NEUTRAL] OK. I wonder who got my vision.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] The easiest thing to do is contact whoever your benefits person is because they have all your, you know, everything you elected.
[CUSTOMER][NEUTRAL] Yeah, they just told me to call you.
[AGENT][NEUTRAL] Oh Lord. OK. Um well, I can help you with the um dental. May I have your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], [PII] the 2nd.
[AGENT][NEUTRAL] Alright, and Mr. [PII], may I have a good contact number in case we're disconnected and I can search the policy with your social if you like.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's my phone number.
[CUSTOMER][POSITIVE] Yeah, I don't give up my my social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can try to search it with your name. Hold on one second.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] What state are you in?
[CUSTOMER][NEUTRAL] I live in [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] I got a paper from y'all that I took a picture of, but it says [PII], so I think that's something old.
[AGENT][NEUTRAL] What, um, but that's OK, you can still get me where I need to be because there's quite a few [PII]. Um, do you have like a reference number on that paper? What type of numbers do you see there? Maybe I can use one of those.
[CUSTOMER][NEUTRAL] Uh, it say Hb back, um.
[CUSTOMER][NEUTRAL] 16068.
[AGENT][NEUTRAL] 160801.
[CUSTOMER][NEUTRAL] That's the policy number.
[CUSTOMER][NEUTRAL] No policy number is 16068.
[AGENT][NEUTRAL] OK, what are the numbers do you see?
[AGENT][POSITIVE] I'm gonna try that one too.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Got a certificate number.
[AGENT][NEUTRAL] There it is. That's the certificate number is your policy number.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, so is this the current one, the one, the number I just gave you, uh, OK, 02579755.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Alright, here we go, and I just need you to verify your date of birth, mailing and email address on file.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] [PII] he on so oh shit hell and um.
[AGENT][NEUTRAL] That is not old.
[CUSTOMER][NEUTRAL] She said he is uh [PII]. I may have that or I may have [PII].
[CUSTOMER][NEUTRAL] And the mailing address is gonna be [PII].
[AGENT][NEUTRAL] Thank you for that. Um, so your policy number, let me know when you're ready.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Alright, it's 257.
[AGENT][NEUTRAL] 97.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 55.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 55, OK.
[AGENT][NEUTRAL] And that's actually the only policy that we have for you.
[CUSTOMER][NEUTRAL] I wonder why they take out for, how much is, how much is that policy?
[AGENT][NEUTRAL] Um, $21.24.
[CUSTOMER][NEUTRAL] I wonder why they take out 40 something else on that too.
[CUSTOMER][NEUTRAL] Anyhow, but I figured that out on, on, on, on Friday when they get in the office.
[CUSTOMER][NEUTRAL] Somebody wanted something somewhere.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Unless you do have a vision policy, but it's just with a different, it's with a different provider, and they just take it all out at once and disperse it to whoever it needs to go to.
[CUSTOMER][NEUTRAL] Yeah, but ain't they supposed to tell you that?
[AGENT][NEUTRAL] Tell you what,
[CUSTOMER][NEUTRAL] Who the people getting the money is, the policy and all that.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you should possibly have some cards and stuff too, but I'm not sure.
[CUSTOMER][NEUTRAL] All right, that.
[CUSTOMER][NEUTRAL] Yeah, that's why I figured I was supposed to get some cards, but.
[CUSTOMER][NEUTRAL] It's it is what it is.
[CUSTOMER][NEUTRAL] I figured that.
[CUSTOMER][POSITIVE] Thank you kindly darling.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No man, you've been a great help. Appreciate you a lot.
[AGENT][POSITIVE] All right, well thank
[AGENT][POSITIVE] You're welcome. Thank you for calling APL and I hope you enjoy the rest of your [PII].
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mm.