AccountId: 011433970860
ContactId: d917be63-e400-493a-8ce2-a5b6a332c801
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255080 ms
Total Talk Time (AGENT): 88179 ms
Total Talk Time (CUSTOMER): 70842 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/d917be63-e400-493a-8ce2-a5b6a332c801_20250131T13:03_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm wondering if my, uh, what's my ID number and everything.
[AGENT][NEUTRAL] OK, I can find that for you. What's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Spell your first and last name, [PII].
[CUSTOMER][NEUTRAL] [PII] for [PII] is [PII]
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Give me one moment to locate the policy number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what state do you reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what type of policy do you have?
[CUSTOMER][NEUTRAL] Oh, I don't know. I can, I can, I don't know.
[AGENT][NEUTRAL] Can you verify your date of birth and mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] I think it's [PII] or [PII] 1 of them one of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the, the latter one, and can you verify your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I'm wondering if you can email me like the ID number, company name, and like the group number because I have to enter all this.
[AGENT][NEUTRAL] OK, so I've located your policy number. Um, I'm showing that you have a dental policy with American Public Life. And let me verify.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Online to see if it's there so I can email it to you.
[CUSTOMER][NEUTRAL] And I'm wondering if I can get a card sent to me.
[AGENT][NEUTRAL] OK, you can download a copy of the ID card from our online service center um at [PII].
[AGENT][NEUTRAL] It's gonna be the same as the one that I that I email you.
[CUSTOMER][NEUTRAL] Oh OK, yeah, if, if it's emailed then I'll I'll be fine. Yeah, OK, give me one sec.
[AGENT][NEUTRAL] Yeah, OK, give me one second.
[CUSTOMER][NEUTRAL] Do I have vision with you guys also, or no, just that.
[AGENT][NEUTRAL] Just, just dental.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And I'm sending it to [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I just emailed the card to you and I'll hold the line until you receive it.
[CUSTOMER][NEUTRAL] Alright, let me check.
[AGENT][NEUTRAL] Um, on that identification card, it'll, of course, have your policy number, uh, the group number.
[AGENT][NEUTRAL] Um, it'll say that it's individual coverage.
[AGENT][NEUTRAL] What type of policy it is, it's a dental plan and the effective date, and that's the information the dental office would need to know.
[CUSTOMER][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] Alrighty, are you able to open it and open up the PDF?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much have a blessed day.
[AGENT][NEUTRAL] All right. Anything else? All right, [PII]. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] Um, no, that's all.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye.