AccountId: 011433970860
ContactId: cbf92878-9e21-4618-80ef-19acb336066e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331429 ms
Total Talk Time (AGENT): 159392 ms
Total Talk Time (CUSTOMER): 88359 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/cbf92878-9e21-4618-80ef-19acb336066e_20250415T17:09_UTC.wav
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[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII], and my husband has uh dental insurance with us through y'all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But we can't, I guess we haven't received a card or anything.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Miss. I already said you're covered by APL and you're needing to find out about getting an ID card for your dental, is that correct?
[CUSTOMER][NEUTRAL] Yeah, or just the uh.
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] The policy number cause we, yeah, cause we went to the dentist yesterday and um they wanna see what else is covered.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can help you with that, Ms. [PII]. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Bye bye. Um, a callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the uh what is your husband's full social? You said it's his, and his name, is that correct?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so give me a moment please to locate the information.
[AGENT][NEUTRAL] OK, Ms. [PII], I will need to verify several things with you first for security. So first off, if you could please verify your husband's name and date of birth, and then also your date of birth.
[CUSTOMER][NEUTRAL] OK. My husband's name is [PII].
[CUSTOMER][NEUTRAL] His date of birth is [PII]. Mine is [PII].
[AGENT][NEUTRAL] OK, thank you and the home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the phone number that we would have on file for Mr. [PII]?
[CUSTOMER][NEUTRAL] So what number do they have for you? [PII].
[AGENT][NEUTRAL] OK, thank you. And then the email address, please, on file.
[CUSTOMER][NEUTRAL] Uh-huh. It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. So just a moment.
[AGENT][NEUTRAL] OK, so I can provide you the policy number, Ms. [PII], and then I can also send a user guide on how to set up the profile in our online service center portal to that email address when you, when Mr. [PII] sets up that email or whomever that email belongs to, um, then you will also have access to your ID cards.
[AGENT][NEUTRAL] For the policies with APO as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so your policy number is 241.
[AGENT][NEUTRAL] 5592.
[CUSTOMER][NEUTRAL] Uh just so we have dental.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that email that I'm going to send, it's going to come from [PII].
[AGENT][NEUTRAL] And I will put APL online service center in the subject line says if that's easy to recognize it shouldn't go to the junk or spam folder, but I would say if you haven't received that or at that email address within the next just few minutes once we hang up, then you might wanna check one of those folders.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, that's his email, so.
[AGENT][NEUTRAL] Correct, that's Mr. [PII]'s email. OK, so again that's gonna come from [PII] [PII] and I will put APO in the subject line.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] OK then, well, again, if you don't see this email within just a few minutes, um, check one of those other folders that he should have this in like a in just a few minutes.
[CUSTOMER][POSITIVE] All righty.
[AGENT][POSITIVE] OK, well then if that's all I can help you with at the moment, thank you again for calling APL and I hope that you guys have a nice rest of your day.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] Yes ma'am, you're very welcome.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh. Bye-bye. Bye-bye.
[CUSTOMER][NEUTRAL] Uh bye bye.