AccountId: 011433970860
ContactId: f67c6d9c-5fdc-451f-adfd-50c095a6d048
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 611789 ms
Total Talk Time (AGENT): 155526 ms
Total Talk Time (CUSTOMER): 134861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/f67c6d9c-5fdc-451f-adfd-50c095a6d048_20250128T20:49_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I just called on those, uh, insurance cards.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And they were sent to me, uh, on email, but I can't, it ain't let me open it up it's secured document.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what, OK, and what's your policy number?
[CUSTOMER][NEUTRAL] I don't even know it. It's a dental.
[AGENT][NEUTRAL] OK, because you don't, OK, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. Thank you.
[CUSTOMER][NEUTRAL] That she
[CUSTOMER][NEGATIVE] Have me on speaker. I didn't recognize her name, but, uh, she sent every, I mean she sent it over by an email, but that document's not letting me open it up, even Adobe or.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] What type of policy do you have?
[CUSTOMER][NEUTRAL] It's uh it's.
[AGENT][NEUTRAL] Dental?
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Is it a dental card? I?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] No, it's a dental, and then she gave me the number for vision, but it's just dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you were to have received a dental identification card via email that you cannot receive, is that right? Or open?
[CUSTOMER][NEUTRAL] Correct, I cannot open it, yeah.
[AGENT][NEUTRAL] OK. OK. Give me 1 2nd.
[AGENT][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] OK, so I did it as an attachment and was able to open it, verify your date of birth, your mailing address, and your email.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I just sent it to you again.
[AGENT][NEUTRAL] I might give you a few seconds to receive that and see if you can open it.
[CUSTOMER][NEUTRAL] I haven't got it yet.
[AGENT][NEUTRAL] Yeah, it's coming from [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that it's secured the, the reason that you can't open it?
[CUSTOMER][NEUTRAL] It just says, uh, yeah, it says secured document.
[CUSTOMER][NEGATIVE] I still haven't got the email.
[CUSTOMER][NEGATIVE] That it's corrupted or damaged. I don't know why that's.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] What did it say?
[CUSTOMER][NEUTRAL] Corrupted or damaged.
[AGENT][NEUTRAL] Is that the one you received earlier?
[CUSTOMER][NEUTRAL] Yes, um.
[AGENT][NEUTRAL] OK, give me, OK, give me a second.
[AGENT][NEUTRAL] So I'm sending it to [PII].
[CUSTOMER][POSITIVE] Correct, that's it.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah, that's where I sent it.
[AGENT][NEGATIVE] And I've not received it back if it doesn't transmit, we'll get an email.
[AGENT][NEGATIVE] And I've not received it back yet.
[AGENT][NEGATIVE] Yeah it's saying that your email is no longer valid.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Since we won't be able to deliver this message to [PII] because the email address is no longer valid.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEGATIVE] Ain't no, I've been getting emails. I just got that's strange.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So the the other option [PII] is to log on to the online service center um if you've not created an account already and download it from your file online.
[AGENT][NEUTRAL] Because that's that's the message that I'm receiving.
[AGENT][NEUTRAL] And so it's um.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, do you wanna set up an account? It doesn't, it takes a few minutes, not long.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Um, you're gonna go to [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] See, and I'm driving. That's what's so bad. I, I, I'm not gonna be a.
[AGENT][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEUTRAL] And then my wife's going to the dentist bar.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah, and then we uh
[CUSTOMER][NEUTRAL] That's why I called up, she's looked through all the books and her handouts and trying to find a, a number and there's, there wasn't no number.
[AGENT][NEUTRAL] Yeah, I can. Are you in the car alone? Is she there with you? Because I can give you your policy number, at least you can give the doctor the policy number they can call to verify your benefits today, perhaps.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see about writing that down.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know why that came. I just received that email from the other team member.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And I don't know why it's not that you send me the email.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, what's the policy?
[AGENT][NEUTRAL] It's 240.
[CUSTOMER][NEUTRAL] 240.
[AGENT][NEUTRAL] 856-3.
[CUSTOMER][NEUTRAL] 856 3.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yeah, that's the policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She don't need nothing else, just give them that number right there and
[AGENT][NEUTRAL] Right, since you don't have your card as of yet, give them that policy number and our phone number and they can call us to verify your benefit information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can kind of go, go, go that route.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, alright, I appreciate it thank you.
[AGENT][POSITIVE] All right. Anything else I can help with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, thanks for calling APL [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.