AccountId: 011433970860
ContactId: d9a2cede-9fa8-432a-a282-8a9717955592
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157399 ms
Total Talk Time (AGENT): 64299 ms
Total Talk Time (CUSTOMER): 68240 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d9a2cede-9fa8-432a-a282-8a9717955592_20250513T21:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so I have this uh card. I, I want to know if, uh, where's America Public Life, my employer sent me the card, but this is uh from last year. I don't know if it's current or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can check and see if it's um active. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, [PII] and call back is [PII].
[CUSTOMER][NEUTRAL] So this is a dental coverage?
[AGENT][NEUTRAL] We have many products so I can check and see which one is that um may I have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh OK, it's called the, yes, 02512520.
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull that number.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] May I have your date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, my mailing address is [PII]. My email, I have several. I don't know which one you have. Probably [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, perfect, yes, that's the one we have.
[CUSTOMER][NEUTRAL] That one, OK.
[AGENT][NEUTRAL] All right. OK, Mr. [PII]. OK, so it looks like this policy is your secondary supplemental plan to the major medical. This is not dental. This is medical. This is to help with your high deductibles, co-payment, and co-insurance from the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, understood. Uh, all right. uh, well, thank you very much for the information. Is it current at the moment?
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It is showing active at the moment, yes, and I don't have any notes indicating that it's gonna terminate mhm.
[CUSTOMER][POSITIVE] All right. OK. All right. Well, thank you. Thank you for your help. Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome. Is there anything else? You too. Have a good afternoon and thank you for calling APL. You're welcome. Bye-bye.
[CUSTOMER][NEGATIVE] No thanks. Bye.