AccountId: 011433970860
ContactId: faa09f38-3e3b-4c55-b7ef-5c52dca8ee7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417529 ms
Total Talk Time (AGENT): 245902 ms
Total Talk Time (CUSTOMER): 131380 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/faa09f38-3e3b-4c55-b7ef-5c52dca8ee7f_20250305T21:40_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm a driver for, for PNS transportation and uh I was trying to, uh, I was trying to see where, where could I use the insurance at in [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I had a, I went to the dentist's called um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, bruising dental care and they told me to call and see if I could use it there.
[AGENT][NEUTRAL] OK, so you're wanting to find out if you're in a network where you would have to use certain providers on your dental policy. Yes, sir, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thank you and Mr. [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, I'm so sorry. We don't have a very good connection, Mr. [PII]. Did you say [PII]?
[AGENT][NEUTRAL] 282
[CUSTOMER][NEUTRAL] [PII] yes ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your policy number, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, 01951196.
[AGENT][POSITIVE] OK, thank you. Give me just a couple of moments please to get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date, your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then also any information that I provide for you, Mr. [PII] will be a verification of benefits and not a guarantee of payment. So the next piece of information to verify is going to be your mailing address.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] My mail address is uh.
[CUSTOMER][NEUTRAL] It's let me hold on let me give me.
[CUSTOMER][NEUTRAL] I don't wanna say it wrong. I don't know which one I got on file.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] They all they got um.
[CUSTOMER][NEUTRAL] That's the address. Hold on a second.
[AGENT][NEUTRAL] No, sir, this is, this is not located there, what we have on file.
[CUSTOMER][NEUTRAL] 00, where they got to have the [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the phone number that we have on file for you is also different. What is another phone number that we could have had?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't know, [PII], it might be, you might be got that uh that old one cause it's been some years, uh [PII].
[AGENT][NEUTRAL] OK. Yes, sir, that is the one that we have on file for you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah, that's the old one. I lost that phone.
[AGENT][NEUTRAL] OK, so we
[AGENT][NEUTRAL] OK, all right, so we'll come back to that in just a moment. um, the last piece of information to verify is your email address.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, thank you. So first off, um, the policy number that you provided for me, Mr. [PII], that's an older policy number that you had. Um, you have an updated number. If you have something to write this down with, I'll be happy to give that to you.
[CUSTOMER][NEUTRAL] 00.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then do we need, OK, so your current active policy number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Is 228.
[AGENT][NEUTRAL] 1982.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the phone number again does need to be updated to the one you gave me today. Is that correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII], correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK. And then is your correct mailing address still in [PII]? Is that still your valid email? OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so Mr. [PII], have you ever set up your profile, I'm sorry, Mr. [PII]. Mr. [PII], I'm sorry about that. It's been, uh, my apologies, my apologies. I changed your name just like that. Don't blink. Don't blink, you'll have a new name talking to me today.
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What I was gonna ask you is if you had ever set up your profile in our portal here at APL so that that would give you access to your ID cards and your policy information online.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I'll do it tonight though.
[AGENT][NEUTRAL] OK, so what I'm going to, what I'm going to do then um I have a user guide for our portal that gives instructions on setting up your profile and then also gives you information on the different types of things you can do once your profile is set up so I will email that to you in just a moment and that email will come from care team.
[CUSTOMER][NEUTRAL] I'll do that.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] [PII] and I will put APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In your subject line so that you can recognize that as not being some form of junk or spam mail.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I got you, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the policy that you have with us, it is not a network plan, Mr. [PII], so that means you can choose any provider to go to. You do not have a list of certain providers for this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just give the provider, your policy number, the one that I just gave you, and you can give them our phone number. Now, once you
[CUSTOMER][NEUTRAL] Alright, uh.
[AGENT][NEUTRAL] Can access your ID cards in your portal, you can also just provide them a copy of that and they can call us to verify any additional um information they need.
[CUSTOMER][NEUTRAL] OK, OK, alright.
[CUSTOMER][NEUTRAL] OK, that's what I was trying to find out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, let's, so just be looking for this email um within just the next couple of minutes. And is there anything else that I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it, that's it. I appreciate it.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. It was my pleasure and thank you for calling APL. I hope you have a very nice and safe evening.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alright thank you too.
[AGENT][POSITIVE] Yes, sir. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah