AccountId: 011433970860
ContactId: cf6ba2df-86ca-4a5b-b3bb-65df879614a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458130 ms
Total Talk Time (AGENT): 112587 ms
Total Talk Time (CUSTOMER): 140991 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/cf6ba2df-86ca-4a5b-b3bb-65df879614a0_20250418T12:31_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey, how you doing, man? I'm not [PII] so I'm a customer of you guys, and I was trying, I had called not you guys, I guess the third party I called about 2 or 3 weeks ago to try to get a new insurance card cause it got stolen and it still hasn't changed. So I don't know if they changed the old address.
[CUSTOMER][NEUTRAL] I sent it to the old address or whatnot.
[AGENT][NEUTRAL] OK, can you spell your name for me?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] How do you pronounce your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Do you have, do you have your policy number?
[CUSTOMER][NEUTRAL] I, I don't, I don't, uh, could you do it by my social security number or anything?
[AGENT][NEUTRAL] OK, give me one sec.
[AGENT][NEUTRAL] Let me, let me try to search it by your name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And your policy is with American Public Life?
[CUSTOMER][NEUTRAL] Yes, man. That's what it, it's through uh.
[CUSTOMER][NEUTRAL] Yeah, I got it through the company that I was with. They offered it uh through the trucking.
[AGENT][NEUTRAL] OK, Universal Trucking?
[AGENT][NEUTRAL] When did you become effective?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, it's been in effect since last year, but they just changed, they just called me about, uh, they had to double the premium this month cause the company switched over to another company which is PNS.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, trucking, so they just, they just started doubling up my pay, so I pay like $200 and something a week until they say May or something like that.
[AGENT][NEUTRAL] OK, and the spelling.
[CUSTOMER][NEUTRAL] And it'll go back to the record.
[AGENT][NEUTRAL] OK. And the spelling of your last name is [PII] [PII]?
[CUSTOMER][NEUTRAL] The last
[CUSTOMER][NEUTRAL] Uh uh [PII].
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Yes my
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And is it a dental or medical policy?
[CUSTOMER][NEUTRAL] It's both. I just need uh the insurance for both, I mean the insurance card for both of us.
[AGENT][NEUTRAL] Can you verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] Uh, [PII], that new, I don't know if they put the new one on now, but the newest should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Give my
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, your address is already updated and you just need the medical ID cards. Let me see.
[AGENT][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] What, cause I got an appointment coming up, uh.
[CUSTOMER][NEUTRAL] I got a therapy appointment and I got a doctor's appointment. Would that affect anything?
[CUSTOMER][NEUTRAL] Uh, or what would I need to say that?
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, what I'm going to do is send both of these to you in your email address if that's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number is on the card.
[AGENT][NEUTRAL] And you could provide the.
[AGENT][NEUTRAL] Medical provider, your ID number and they can call us to verify your benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is it you I talked to or would it, is it someone else that I would need to talk to just to see like, do, do the benefits cover like uh like counseling and all that?
[AGENT][NEUTRAL] Yeah, I can verify your.
[CUSTOMER][NEUTRAL] The reason why I'm at, I got.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can verify your benefits one moment.
[AGENT][NEUTRAL] OK, so I just sent you an email with both cards attached. What's a good phone number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm sorry for your medical benefits, um, I'll have to transfer you to Web TPA. They administer your medical policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then
[CUSTOMER][POSITIVE] Yeah, I, I got the, uh, the things they came through, thank you.
[AGENT][NEUTRAL] OK, and um I'll give you the phone number to web GPA. It's also on that ID card, uh, but if do you have a, a pen and paper to write this down?
[CUSTOMER][NEUTRAL] Yes ma'am, what's the number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] It's my
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, you're welcome. Anything else?
[CUSTOMER][NEUTRAL] That, that's all.
[AGENT][POSITIVE] Alrighty thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yes, ma'am. You too.