AccountId: 011433970860
ContactId: cea7be73-a665-46c2-8137-90653c1cbd5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353600 ms
Total Talk Time (AGENT): 110524 ms
Total Talk Time (CUSTOMER): 186520 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/cea7be73-a665-46c2-8137-90653c1cbd5a_20250617T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm, uh, I, I guess, um, the lady that I was on the phone before, she said that she's gonna call you guys and tell you that she switched my or updated my information on my, um, account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, you guys just got my birthday messed up, but she was saying you have to wait 28 to 48 hours for it to update, but.
[CUSTOMER][NEUTRAL] I'm at the dentist's office right now.
[CUSTOMER][NEGATIVE] And um they're trying to figure out see if uh if it's active or not cause I don't, I don't think they can get you guys approval right now cause uh they couldn't get my information cause it was uh
[CUSTOMER][NEGATIVE] It was my information was wrong on my birthday.
[AGENT][NEGATIVE] The date of birth was wrong.
[AGENT][NEUTRAL] OK. Do you have, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I have my policy number, yeah.
[AGENT][NEUTRAL] What is that?
[CUSTOMER][NEUTRAL] 263-534-8
[AGENT][NEUTRAL] Thank you. What's your first and last name?
[CUSTOMER][NEUTRAL] [PII] and uh another thing on that one, I don't have uh my insurance card yet. So like I, I, I called like two weeks ago and I got the policy number and all that. I just wrote it down on a piece of paper.
[CUSTOMER][NEUTRAL] Well, I was wondering when um it or if that has shipped out yet.
[AGENT][NEUTRAL] Um, so when you call, did they put in a request to have one sent to the physical address?
[CUSTOMER][NEUTRAL] No, I, I don't even know. No, they, they said, give it, uh.
[CUSTOMER][NEGATIVE] A week or so and they said they, no they say give it 48 hours, they already be shipped out, but I haven't got anything in the mail and that was 2 weeks ago.
[AGENT][NEUTRAL] OK. What is your what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] [PII]. And then what's your physical address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the email on here is [PII]. Is that still a good email for you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so what I can do is email you a card immediately so um you have that. I can correct the date of birth for you and then if they need to verify benefits, I mean the plan is active. I can do that with them or they could call us with that number, whatever works best.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] Do you, do you think since I have you on the phone, I can give you the phone to them so you, so you could talk, talk to them?
[AGENT][POSITIVE] Yeah, absolutely. That's fine.
[CUSTOMER][NEUTRAL] OK. Let me see a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Um, I have the insurance people on the phone. Can I give it to the lady so she can talk to him?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] And back and forth to now that's why my mom.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK so.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Mhm, I'm still here.
[CUSTOMER][NEUTRAL] OK, OK, I'm gonna hand you the phone over.
[AGENT][POSITIVE] OK, not a problem.
[CUSTOMER][NEUTRAL] OK, who is it? Uh, it's the people from insurance. OK. Hi, this is [PII].
[AGENT][NEUTRAL] Hi [PII]. This is [PII] with American Public Life Insurance. I understand you just need to verify benefits for [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, if I could.
[AGENT][NEUTRAL] Yeah, so just wanted to let you know that his plan is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And is he in network with our office?
[AGENT][NEUTRAL] So there's no network actually required for it. Um, the plan does participate, however, in the Carrington PPO network if you guys participate in that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I think we just offer like out of network benefits for Carrington. I am waiting on the billing department to get it built in though.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yeah, if you're not part of that PPO network, then the plan itself just pays off of UCR.
[CUSTOMER][NEUTRAL] UCR fees OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK perfect and then did he change his date of birth for you guys? Yeah yeah OK.
[AGENT][NEUTRAL] Yes, I have updated that and so it's showing [PII] now. Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK perfect um I think that's all we needed yeah it's kind of just a waiting game for us waiting on our billing department to get that built in for him, but thank you so much for your help.
[AGENT][POSITIVE] OK, and I did, yeah, no problem, and I did email him a card as well, so.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Bye-bye.