AccountId: 011433970860
ContactId: da6a77a6-7c8e-4ae3-bc1d-b9b245ddc749
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 591049 ms
Total Talk Time (AGENT): 224128 ms
Total Talk Time (CUSTOMER): 232622 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/da6a77a6-7c8e-4ae3-bc1d-b9b245ddc749_20250512T20:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, I spoke to someone last week about my uh dental insurance policy I have with American Public Life, and they were supposed to email me and send me a
[CUSTOMER][NEUTRAL] Uh, my documents on what the coverage is, the costs and whatever.
[CUSTOMER][NEUTRAL] And uh a new card. I've I have not gotten an email or any mail.
[AGENT][NEUTRAL] OK, alright sir, um, can I please get your name and your callback number? I'll be able to help you with your policy.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And call me at [PII].
[AGENT][NEUTRAL] OK. What
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Mhm. Yes sir, I'm listening.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, thank you, [PII]. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] Uh, 504-659 I think it's kind of a blurry kind of old ish.
[AGENT][NEUTRAL] OK, let me, let me look that up.
[AGENT][NEUTRAL] Yes. Yes, sir. I understand.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What are you doing? it's $60 a month.
[AGENT][NEUTRAL] OK, that didn't pull up for me. um, can I look it up with your social? Will you give me that please?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] So all I know.
[AGENT][NEUTRAL] OK, let me look up that way.
[CUSTOMER][NEUTRAL] all change their call.
[CUSTOMER][NEUTRAL] So they
[CUSTOMER][NEUTRAL] Well yesterday when we went to.
[CUSTOMER][NEUTRAL] Hey, I must not have it all in my car.
[CUSTOMER][NEUTRAL] Yeah, all change required. I understand that the all don't just disappear.
[AGENT][NEUTRAL] OK, I think I have found you. Let's look up. OK, can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I don't know about email address but I'll give you the one I have now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yes sir, and that's the one I also have on the policy for you.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] And I do see that your cell phone number is the um number that you gave me to call you back on your cell phone, sir?
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you, thank you so much let me look in the notes real quick and see.
[AGENT][NEUTRAL] If it has already been sent.
[CUSTOMER][NEUTRAL] Well, I haven't gotten an email for sure, so you know.
[AGENT][NEUTRAL] OK, I do see that they did send in for the card to be mailed to your home address on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's only been 4 days since that took place and you're wanting a copy of your, your benefits sent to your email address, is that correct? OK, let me pull that up real quick and I can do that while we're on the phone together.
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Right, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me ask you something if I, I, I'm scheduling a dental appointment.
[AGENT][NEUTRAL] Let me find find you.
[CUSTOMER][NEUTRAL] With a new dentist and I told them about my dental insurance. They weren't familiar with it.
[CUSTOMER][NEUTRAL] If I go to the dentist and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The the charges, can they file or can I file with you guys to to get reimbursed?
[CUSTOMER][NEUTRAL] Do they have to follow or can I follow?
[AGENT][NEUTRAL] So, the dentist's office.
[AGENT][NEUTRAL] The dentist's office has to file because we don't have claim forms.
[AGENT][NEUTRAL] For dental that has to be done through the office now if if they're giving you push back on the policy, give them the same number that called and we will send them the very same information that I'm getting ready to send you so that they can see everything that's paid for and what the cost is they can get all your benefits from us, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, right, well, I just emailed the dentist's office, uh, my card, so, uh, I guess maybe between now and my appointment, which is next month, maybe they'll do some research. I don't know, but, uh, I wanted to make sure that if someone me or them could file if I couldn't, I'd have to ask them to file, right?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Right, yes, sir, you're correct.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] And if they don't want to file.
[CUSTOMER][NEUTRAL] Then what I do.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Well, I'll cross that bridge we'll get to it.
[AGENT][NEUTRAL] Well they, well they'll want to file because they'll want to get paid.
[CUSTOMER][NEUTRAL] Right, well, it was they asked me out of pocket or insurance. I told my insurance. So anyway, I'm hoping to help, but anyway, we'll we'll cross that bridge when we get to it.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes sir, I understand.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] I'm getting things together right now so I can send this to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it was in the process of mailing me a card right you card?
[AGENT][NEUTRAL] Yes sir, that card is um has already been uh processed to send to you.
[AGENT][NEUTRAL] 4 days ago, so it should be coming any time. We also, just so you know, we have an online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, well,
[CUSTOMER][NEUTRAL] I went online to check everything, but I could.
[AGENT][NEUTRAL] And if you wanted to see your policy and get a card there there you can and also.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I went to your uh website, but I, I couldn't find anything.
[AGENT][NEUTRAL] Did you go to the [PII]?
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] OK, so you'll have to sign up for the online service center which is a different site that one is um it's secured.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, if you send me that information, it won't be necessary right now so.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] And I'm doing it right now as we speak I'm getting your email together.
[AGENT][NEUTRAL] With your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hmm.
[AGENT][NEUTRAL] It's gonna be just a second, give me a moment to build it.
[CUSTOMER][NEUTRAL] Yeah some measurements.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] Wait.
[AGENT][NEUTRAL] OK, now let me see what it does.
[AGENT][POSITIVE] OK, I've got it ready for you and I just pushed this in so it should come to you shortly sir.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK, and if you.
[AGENT][NEUTRAL] If you don't get it like in the next 30 minutes you can call back and I'll check to see if it's sent OK.
[CUSTOMER][POSITIVE] All right, good deal.
[AGENT][NEUTRAL] OK. All right. Well, Mr. [PII], is there anything else I can do to help you, sir?
[CUSTOMER][POSITIVE] That's good.
[CUSTOMER][POSITIVE] No, ma'am, thank you so much.
[AGENT][POSITIVE] OK, well you have a blessed day and thank you you have a blessed day sir and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.