AccountId: 011433970860
ContactId: ec640653-36b8-4813-808b-cfece92f2228
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 579599 ms
Total Talk Time (AGENT): 188957 ms
Total Talk Time (CUSTOMER): 143481 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/ec640653-36b8-4813-808b-cfece92f2228_20250428T12:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, and how are you doing today?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][NEUTRAL] Good good good good question for you um just wanted to know um about my plan APL, uh, the dental, um, I never, um, trying to get that card or trying to get maybe an email of that card because I'm a truck driver and I can't.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Get to where that card is at right now, but I need to have that card so I can look for somebody so I can get my teeth cleaned, but I don't have that card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You need my first name last name how would you look that up so you could send me an send me an email that.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Uh, sure, I can assist you.
[AGENT][NEUTRAL] Excuse me, providing the policy ID card for you. Um, we can use your last name or social security number to make a broad search.
[CUSTOMER][NEUTRAL] OK, uh, my social is gonna be.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, uh, let's see.
[AGENT][NEUTRAL] I'm probably missing a number I heard [PII].
[CUSTOMER][NEUTRAL] Uh, no, it's, that's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 0999.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right, and in what state is this policy issued?
[CUSTOMER][NEUTRAL] Uh, should be [PII], I believe.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I was able to find it.
[AGENT][NEUTRAL] And just for verification steps, can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] It should be um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The address is gonna be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you very much. And um just a second to pull up this policy number so I can uh look at the ID card.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Did you need that number you said?
[AGENT][NEUTRAL] Um, no, um, I am just uh pulling the policy number so I can, mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Alright, and, and is the email uh provided a good email to send it to?
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] 1486.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that is what we have.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You can send it there.
[AGENT][NEUTRAL] All right, I'm working really quick on this email and I do see here that the, let's see.
[AGENT][NEUTRAL] Policy card for your medical um is also available. Would you like me to attach it to it?
[CUSTOMER][POSITIVE] Yeah, you can do that as well too.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, Mr. [PII], is there anything else that I can help you with besides um providing policy ID cards for you?
[CUSTOMER][NEUTRAL] Um, no, not at the moment right there. uh, um, do you, uh, is, is there a way that I can look up certain, uh.
[CUSTOMER][NEUTRAL] Dental offices and medical offices that take that insurance?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I believe that there is a
[AGENT][NEUTRAL] You can always give us a call. I'm not 100% sure um how would it work. Um, sometimes I will.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Believe that the claims department can um send a document with listing all the options for the providers. If not, you can always um give us a call and um we can provide those.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, for you over the phone as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can transfer you to the department.
[CUSTOMER][POSITIVE] OK, alright, thank you very much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, yeah, yeah, yeah, that'd be good. Yeah, you can do that, please. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm just attaching the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Last ID card and you should be receiving the.
[AGENT][NEUTRAL] ID cards in just a minute.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] All right, those are sent for you and I will go ahead and place you on a brief hold while I connect you with the claims department so they can um provide a list of uh providers for you all right?
[CUSTOMER][POSITIVE] Alright thank you appreciate it.
[AGENT][POSITIVE] Thank you. Have a nice day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Mr. [PII] on the line, um, with policy number oh I just lost it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, policy number 259.
[AGENT][NEUTRAL] 7070.
[CUSTOMER][NEUTRAL] Mhm. And how can I help him today, [PII]?
[AGENT][NEUTRAL] Um, he is requesting information about, um, any.
[AGENT][NEUTRAL] Providers on the um that he can go to.
[CUSTOMER][NEUTRAL] He's needing information on providers.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am. I can help him and I, uh, what's his callback number?
[AGENT][NEUTRAL] Um, the name he's calling from, um, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you and [PII], did you verify his information?
[AGENT][NEUTRAL] Uh, yes, I did, and I already emailed the policy ID cards to him.
[CUSTOMER][POSITIVE] OK, did you tell him about the OSC? Oh, he's already on the OSC. OK, yes ma'am. I'll be happy to talk to him, [PII].
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] You're welcome.