AccountId: 011433970860
ContactId: e40d0c2e-074a-4ca8-b17c-d75ea1530184
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384339 ms
Total Talk Time (AGENT): 169530 ms
Total Talk Time (CUSTOMER): 182697 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/e40d0c2e-074a-4ca8-b17c-d75ea1530184_20250425T17:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, uh, I was on the phone with a lady. She mentioned some time where we got cut off, but she was helping me with I, I need some.
[CUSTOMER][NEUTRAL] It's, I need some card, like the, the card that you show when you go to the doctor.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I need a I need a dental card. I need an RA card would like go get my best. I don't have none of that.
[AGENT][NEUTRAL] OK. Well, I can look up your policy and see if um they've already put a request in. If they did I'll go ahead and do it for you. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And contact number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And um Mr. [PII], so do you have your policy, your policy number at all?
[CUSTOMER][NEUTRAL] Uh, let me see, I think I got.
[AGENT][NEUTRAL] If not, I can look it up with your social.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here and we're needing to get the dental card and then um the medical card, right?
[AGENT][NEUTRAL] ID card?
[CUSTOMER][NEUTRAL] Yeah, and, and, and yeah, and then there's a card that you use when you cause yesterday I went try to go get some medicine and they said said I need a like a RX card or something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, we don't have like like like uh discount prescription cards. We don't give RX cards, but you do have a a a medical policy with us.
[CUSTOMER][NEUTRAL] So, so I'll have no, no, like I, I go get my medicine, what do I have to show.
[AGENT][NEUTRAL] So you would give them your insurance card and then they'll most likely call us to verify your benefits.
[AGENT][NEUTRAL] Um, and I can look, hold on, it's coming up now. Hold on one moment.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] We gotta go get them.
[AGENT][NEUTRAL] And Mr. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEGATIVE] Cause I just.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what did you say?
[CUSTOMER][NEUTRAL] Email address.
[AGENT][NEUTRAL] Um, your mailing address and email. Mhm.
[CUSTOMER][NEUTRAL] Uh, I don't know which I think y'all got the, uh, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]. That's the way y'all got.
[AGENT][NEUTRAL] Yes, sir. Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Oh, an email is that email is [PII]
[AGENT][NEUTRAL] And then, uh,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so the policy is coming up now.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, it's been effective since [PII] and you're looking for your prescription benefits.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I need, I need, I need, I need, oh, I need all the car demo medical card I need them all.
[AGENT][NEUTRAL] Let me see what uh, while that's why your benefits are coming up, let me.
[CUSTOMER][NEUTRAL] Let me see
[AGENT][NEUTRAL] See what all you have that has a car. OK, so the only, so you have a dental policy with us, a group term life policy with us, your medical policy, and short-term disability, but of those, only the medical and dental have ID cards. You want, you want me to get those sent out to you?
[CUSTOMER][NEUTRAL] You have a dental policy with us.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] sent out to you.
[CUSTOMER][NEUTRAL] Like that, I know that the, the vision, you don't have no, no car with them. You have to call that they were spec spec terror you see that?
[AGENT][NEUTRAL] Well, APL doesn't provide vision insurance. We just have the policies I just went over with you, but we don't, we don't offer vision insurance.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] But I got, I got it through, I got it through somebody with it's with a company called Spectator. It must be with UT with UTAB or whatever they call it. But anyway.
[AGENT][NEUTRAL] Yeah, you can um
[AGENT][NEUTRAL] UTVA mhm.
[CUSTOMER][NEUTRAL] Yeah, that, that's where it went, but uh.
[CUSTOMER][NEUTRAL] So when I go to the, the pharmacy like get some medicine, what kind of card do I need to store?
[AGENT][NEUTRAL] The card that I'm getting ready to um send you, did you want me to like the physical copy and email it or you just want it mailed to you because I can do both, so you have something for now.
[CUSTOMER][NEUTRAL] would you want me to email you.
[CUSTOMER][NEUTRAL] The, the, the.
[CUSTOMER][NEUTRAL] Do both.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2 vote, and can you send me 22 of each cause it's, it's me and my wife. We, we need 1 apiece.
[AGENT][NEUTRAL] Sure. Um and just for the email, it's um [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, and then uh mailing address [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Alrighty, so I put the request in already for the cards to be mailed to you all and I'm getting ready to send the email now um with the digital version attached to it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] and I'm getting in the email.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right, Mr. [PII], was, was there anything else I can help you out with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No bad, that's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Alright thank you bye.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] I get you.