AccountId: 011433970860
ContactId: ec8310a3-9934-49b5-b72f-b63dff5d362c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 647340 ms
Total Talk Time (AGENT): 327349 ms
Total Talk Time (CUSTOMER): 366740 ms
Interruptions: 23
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ec8310a3-9934-49b5-b72f-b63dff5d362c_20250127T21:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How you doing? My name is [PII]. I was calling to, um, so I can be able to order me a gap card. I had to pay for some dental work and they're telling me I didn't have any gap insurance. And then how would I get refunded for what I paid then?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so Mr. [PII], you're wanting to get a, an ID card. Is that correct?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can help you with all of that. First off, Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] I mean I'm sorry [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Let me double check.
[CUSTOMER][NEUTRAL] I add my car. That's not it, cause it's with United now. Thank you for calling.
[AGENT][NEUTRAL] If you don't have your ID card for APL or your policy number, Mr. [PII], I can look it up with your social security number if you're the subscriber.
[CUSTOMER][NEUTRAL] I got it. It's um [PII].
[AGENT][NEUTRAL] OK. Now, Mr. [PII] is
[AGENT][NEUTRAL] What number is that now? Is that your social?
[CUSTOMER][NEUTRAL] That's my social, yes.
[AGENT][NEUTRAL] OK, so one moment.
[CUSTOMER][NEUTRAL] Thank you for calling Protective Asset Protection. All representatives are currently assisting other customers. Please stay on the line for the next available representative.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, any information that I do provide for you, Mr. [PII] will be a verification of benefits and not a guarantee of payment. I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address.
[AGENT][NEUTRAL] OK, now we have a different address on file for you. What is another address we could have?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] So that was the that was in my apartment um I think it was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's not the street number that we have.
[CUSTOMER][NEUTRAL] Yeah, oh man, what was that number? I can't remember it but I just know it was on [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Thank you for calling OK, hold on one second. Let me, let me tell you right now, hold on.
[AGENT][NEUTRAL] Now, Mr. [PII], as I stated before, there's certain things that I'm gonna have to verify for security.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][NEUTRAL] I'll tell you, let me look at, let me look it up real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Another one. Thank you for calling. This is speaking. How can I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hold on one sec.
[CUSTOMER][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] Let's see what they got on file here.
[CUSTOMER][NEUTRAL] Alright [PII].
[CUSTOMER][NEUTRAL] I need to update this.
[AGENT][NEUTRAL] And was, and you said that was an apartment? What was the apartment number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the city, state and zip?
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK, thank you. Now we're gonna come back to your address in a moment. So the phone number that you gave me, which was excuse me, [PII], is that your best contact number that we should have on file?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And then I do need to add an email address for you, Mr. [PII]. What email would you like to have on file?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII] um no, it's [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII], I [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it's your last name [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII], [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then what is your correct address now?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's on [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it just the number [PII]?
[AGENT][NEUTRAL] [PII] uh-huh, OK. [PII], uh-huh.
[CUSTOMER][NEUTRAL] Yeah, number 3.
[CUSTOMER][NEUTRAL] Yeah, the [PII]
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm gonna repeat that back to you to make sure that I heard you correctly, OK? [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, thank you. Now, make sure, Mr. [PII] that you do get your address information updated with your employer if you haven't.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I will see y'all on over.
[CUSTOMER][NEUTRAL] That's what I was just doing right now.
[AGENT][NEUTRAL] OK, so that it doesn't, so my change, you know, doesn't get overridden because if they have the other address, it, it could change back, you know, so.
[CUSTOMER][NEGATIVE] Yeah, I should have forwarded it to my address, but I was like, man, I ain't get nothing.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so let's see. Um just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now, I'm going to um
[AGENT][NEUTRAL] Did you use the internet, Mr. [PII] very much?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, because we have a portal for our members it's called the online service center and you can actually set up your profile and you can go ahead and have access to your ID cards.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I can also request that ID cards be mailed to you if you don't have them since your address was not correct and they didn't get forwarded to you, but in the meantime, if you'll set up your profile, you can go ahead and have access to your policy information and your ID cards.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's exactly.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, fantastic, yeah, if you can email me that information, I can, I can do it as soon as I get an opportunity but please mail me out a copy if you don't mind.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] Mhm, I will.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] Yes, sir. I've already, I have requested that ID cards also be mailed to you. Now the email address that you're going to get for me as far as, um, give me just one second.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] you guys
[AGENT][NEUTRAL] OK, the email that you will receive is going to come from [PII].
[CUSTOMER][NEUTRAL] you
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will put in your subject line APL so that that's easy for you to recognize, OK?
[CUSTOMER][POSITIVE] OK, one more time, I'm sorry.
[CUSTOMER][NEUTRAL] Maybe you should
[AGENT][NEUTRAL] OK, the email will come from [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] And in the sub, yes, sir, and in the subject line, I have put APL.
[CUSTOMER][NEUTRAL] And in [PII], OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Online service center mhm so that that's easy for you to recognize as not being junk mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] OK. You're welcome. Now, did you inquire about filing a dental, some type of dental claim on this policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I, I took my wife, I took my daughter to, um, to, to pull some, you know, pull her teeth, and they charged her a co-pay for it.
[AGENT][NEUTRAL] OK, now
[CUSTOMER][NEUTRAL] And I was trying to tell them I had it. OK.
[AGENT][NEUTRAL] Yes, sir, but on this policy, this is for medical only.
[AGENT][NEUTRAL] Dental services are not covered by this particular policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm. Not that type of dental work. Um, the only type of dental work that's covered under here would be if it was related, um, to an accident. Anything, dental or vision.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Including treatment, surgery, extractions, X-rays.
[AGENT][NEUTRAL] would be excluded unless it was resulting from an accident.
[AGENT][NEUTRAL] While you're covered under this policy and performed within 12 months of the date of that accident, or also,
[CUSTOMER][NEUTRAL] Well, they told me that it was supposed to be a dental and medical health.
[AGENT][NEUTRAL] Nice or unless, and the only other thing would be if it was due to a congenital disease or anomaly of a covered newborn. That's the only time it would be covered under this policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, hold on. OK, no problem. Alright, thank you. I really appreciate you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. Well, absolutely, it was my pleasure, Mr. [PII]. So is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Oh yeah, good enough. I appreciate it.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL. I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] Uh, thank you. Bye-bye.