AccountId: 011433970860
ContactId: dcb0fed3-8579-4e6a-a43f-eafe3759d087
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207759 ms
Total Talk Time (AGENT): 110330 ms
Total Talk Time (CUSTOMER): 62360 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/dcb0fed3-8579-4e6a-a43f-eafe3759d087_20250505T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] calling. I, uh, um, my wife is out of town and she needs to see a dentist, and we never receive any, uh, insurance card or anything, so we don't know.
[CUSTOMER][NEUTRAL] Even who the provider is, let alone the group number and all that information, can I get that from you?
[AGENT][NEUTRAL] Yeah, we can look that up. Do you have, you don't have a policy number, do you, [PII]?
[CUSTOMER][NEUTRAL] I can, I just have 90 degree benefits information.
[AGENT][NEUTRAL] OK, we can look you up by name or social, so whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] Uh yeah. Last name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. Give me just a moment here, let me take a look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you reside in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for security, if I could please have your uh date of birth and address, please, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then is the [PII] email still a good email address for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, um, so what I can do for you is email you a card that way you have one and I don't know if you have a way you could forward that on to her, um, that would give you a card immediately that way she could use it.
[CUSTOMER][POSITIVE] OK. That'd be great.
[AGENT][POSITIVE] Yeah, and then if you want, I can, I'm happy to give you the policy number if you want to write that down, um.
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the poli the policy number for this is going to be, sorry, one moment.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] 01.
[AGENT][NEUTRAL] 604489.
[CUSTOMER][NEUTRAL] OK, and who's the provider?
[AGENT][NEUTRAL] So American Public Life is the insurance company, if that's um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So as far as like um any sort of like billing information, um, if they're asking like where they would submit the information to um it's going to be American Public Life. And on that card, it's also going to have um your effective date on there with the policy number and then also um the claims mailing address and everything is on there as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Anything else I can do for you?
[CUSTOMER][POSITIVE] I appreciate your help.
[CUSTOMER][NEGATIVE] Uh, no thanks.
[AGENT][POSITIVE] All right. Have a good rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][NEUTRAL] Uh huh bye bye.