AccountId: 011433970860
ContactId: fdabc594-304e-4456-8560-b65ef5751806
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304670 ms
Total Talk Time (AGENT): 128898 ms
Total Talk Time (CUSTOMER): 129778 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/fdabc594-304e-4456-8560-b65ef5751806_20250523T22:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII], and I am a client of you guys.
[CUSTOMER][NEUTRAL] But I am wondering why I have, I have only received my group voluntary dental. I haven't received my medical card yet.
[AGENT][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] And I signed up at the same time.
[AGENT][NEUTRAL] OK, and Mr. [PII], what is that dental number? I can look up your medical information.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you so much and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you so much and let's see.
[AGENT][NEUTRAL] And verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] It's it's [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] What else did you need?
[AGENT][NEUTRAL] Uh, date of birth.
[CUSTOMER][NEUTRAL] Oh and uh [PII].
[AGENT][POSITIVE] OK, thank you so much and give me one moment.
[AGENT][NEUTRAL] Let me see, because I do show you have a medical policy with me. Let me see on the [PII].
[AGENT][NEUTRAL] Cards was mailed out on the [PII], but I can send a request to have it re-mailed out to you.
[CUSTOMER][POSITIVE] Yeah, if you would would that would be great because.
[CUSTOMER][NEGATIVE] When I, I received the uh dental ones but we didn't receive the uh medical.
[AGENT][NEUTRAL] OK. And uh just to let you know we do have an online service center if you need to print out your card before or need a copy of your card before you receive the hard copy.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, if you go on to.
[CUSTOMER][NEUTRAL] I shouldn't, but that'd be great.
[AGENT][NEUTRAL] OK. Uh, but you can locate that on a [PII].
[CUSTOMER][NEUTRAL] Hold, hold, hold on, let me get, hold on, I gotta get a pen.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] OK, who was that again?
[AGENT][NEUTRAL] Secured [PII].
[AGENT][NEUTRAL] And when you go on to the site you would select new user.
[AGENT][NEUTRAL] And then individual?
[AGENT][NEUTRAL] And it'll ask for your name, date of birth, social, and zip code or zip code and email address, and from there you'll be able to set up a username and password and you'll be able to view your policies that you have with us as well as print out any cards that are available.
[CUSTOMER][NEUTRAL] Oh, OK, that'll work.
[AGENT][NEUTRAL] And also, if you have any claims, you can check claim status from there as well.
[CUSTOMER][POSITIVE] I will do that thank you.
[AGENT][POSITIVE] Yes sir, so hopefully you should receive the card in 3 to 5 business days. If you don't, just give us a call back and we'll try to send them out to you again, OK?
[CUSTOMER][NEUTRAL] OK, well, since I got you on the phone, I do got a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I don't know if I'll be able to use.
[CUSTOMER][NEUTRAL] Use uh this plan toward this bill or not that when I was working with when I was working with my other company.
[CUSTOMER][NEGATIVE] I ended up falling off the tray off the truck and I um I got a bill for $189.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] It's for uh X-rays on my foot because I actually I broke my foot.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And I'm just wondering if I can use.
[CUSTOMER][NEGATIVE] The medical I have now to pay this or do I just gotta pay it myself because the company that I was with.
[CUSTOMER][NEGATIVE] Obviously ain't gonna pay it.
[AGENT][NEUTRAL] Well, your policy won't become effective until [PII], so anything prior to that uh would not be covered.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright, well I guess I'll have to make payments on it myself then.
[AGENT][NEUTRAL] OK, is there,
[CUSTOMER][POSITIVE] It's all good. I just thought I'd ask.
[AGENT][POSITIVE] No, it never hurts to ask. You got a fifty-fifty chance, you know.
[CUSTOMER][POSITIVE] That is true thank you much.
[AGENT][POSITIVE] All right, Mr. [PII]. Thank you for calling APL. You have a great day and weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye.