AccountId: 011433970860
ContactId: e4456c3b-5b05-4e37-ab83-8cc3df12270b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226119 ms
Total Talk Time (AGENT): 109766 ms
Total Talk Time (CUSTOMER): 87092 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/e4456c3b-5b05-4e37-ab83-8cc3df12270b_20250521T16:31_UTC.wav
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[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, so I just got this, uh, in the mail from you guys, and it has my name and everything on it. It's an insurance card, two insurance cards, and I don't know where this came from or, or what it's for.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So I didn't apply for this at all.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] Alright, I can help you with your insurance cards. Can you please give me your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Thank you, [PII] and can
[CUSTOMER][NEUTRAL] Then [PII].
[AGENT][NEUTRAL] Yes sir, go ahead, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII] [PII].
[AGENT][NEUTRAL] [PII]. OK, and [PII] on the um insurance cards that you got, can you give me the policy number so that I can pull that in?
[CUSTOMER][NEUTRAL] I think I.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 62
[CUSTOMER][NEUTRAL] 47
[CUSTOMER][NEUTRAL] 60.
[AGENT][NEUTRAL] OK, let me look that up, sir.
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so this, um, insurance card that you received is a dental policy. I will need to verify your policy for security reasons. Uh, can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then also the address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It doesn't show me an email on here, but I have, I have one [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that, is that it?
[AGENT][NEUTRAL] Yes, yes, that's the one that I have and then the phone number that you gave me to call you back on [PII], is that your cell phone number?
[CUSTOMER][NEGATIVE] No, that's my girlfriend's. My phone's dead right now.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Let's go ahead and look at this policy.
[AGENT][NEUTRAL] OK, this policy was through your employer innovative staff solutions.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's uh through your employer and you've got uh the benefits that you have received through your employer is your medical plan, your group accident, group term life and dental policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now that makes more sense.
[AGENT][NEUTRAL] Now you
[AGENT][NEUTRAL] Yes sir, and you may have signed up for Vision which is not with our company but uh those are the ones that are are through APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, do I have to activate these?
[AGENT][NEUTRAL] No, sir, your, your policies are already active. They're ready to use.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][POSITIVE] OK. OK, thank you.
[AGENT][POSITIVE] OK. You're so welcome. I hope you have a wonderful rest of your day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Yep, you too.
[AGENT][POSITIVE] All right, take care, sir.