AccountId: 011433970860
ContactId: 0a06fb6e-b2c8-4507-9a7f-247074986ae2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1205609 ms
Total Talk Time (AGENT): 486234 ms
Total Talk Time (CUSTOMER): 166796 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/0a06fb6e-b2c8-4507-9a7f-247074986ae2_20250428T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I um received a, um, ID card from you guys a couple of months ago, but I accidentally misplaced it. I was wondering if I can order a new one and then as well, get help with my online account.
[AGENT][NEUTRAL] OK, I can help you with that. Do you by chance know your policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, can you tell me the name of your employer?
[CUSTOMER][NEUTRAL] Um, it's the JW Marriott Marquis.
[AGENT][NEUTRAL] Alright, thank you, let me see if I can find them in our system. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm also gonna try to see if I can find a picture of it.
[AGENT][NEUTRAL] I'm not finding [PII].
[AGENT][NEUTRAL] The JW.
[AGENT][NEUTRAL] You did say JW, right?
[CUSTOMER][NEUTRAL] Yes, if you don't find it under that, it might be MK Hospitality.
[AGENT][NEUTRAL] Is that the letter K?
[AGENT][NEUTRAL] Or the, the name.
[CUSTOMER][NEUTRAL] M as in Mary, M as in Mary, and K as in Kite.
[AGENT][NEUTRAL] I'm sorry. OK, give me that, that second group name again.
[CUSTOMER][NEUTRAL] It's gonna be M as in Mary, K as in Kite, Hospitality.
[AGENT][NEUTRAL] MK Hospitality. OK, I don't see that either. Let me try, let me, let's try a couple of different ways.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, let me just have your last name, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Give me just a moment. Let's see if I can find you in here.
[AGENT][NEUTRAL] And what we'll do when I find your policy [PII], we'll verify all your information, make sure it's correct because if [PII] anything is off, it will not let you set up the online service center.
[AGENT][NEUTRAL] And I will take, once we get that set up, you can also print ID cards from there as well, or at least pull it up to be able to be seen or whatever you made it. Oh, I didn't find anything in the [PII]. Hold on, kick me out on that again.
[CUSTOMER][POSITIVE] OK, no worries. Thank you.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, that's [PII], correct?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, it doesn't look like I have it here.
[AGENT][NEUTRAL] Huh, it is not finding anything under [PII] and that is what was on your card, correct? [PII]
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] And I have an account with you guys because I paid for both the insurance and the gap insurance.
[AGENT][POSITIVE] OK wonderful and the card was [PII] is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEGATIVE] Oh my, it is not giving me, it's not pulling anything up for [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would you be able to check with my social security number?
[AGENT][NEUTRAL] We can try that real quick if you, if you're OK with that.
[CUSTOMER][NEUTRAL] Yes, and my social is going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you. Hopefully we'll get something to pull in this way.
[AGENT][NEUTRAL] And this is with American public life.
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] Um, I know I've asked you that, but I'm just asking again. OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you know anybody else in your company who may have a policy with us?
[AGENT][NEUTRAL] Well, let's, let's, let's, it starts first.
[CUSTOMER][NEUTRAL] Yes, my.
[AGENT][NEUTRAL] Let me check with anybody else see if they have any uh computer issues before we do anything else.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's available.
[AGENT][NEUTRAL] And she has to say.
[AGENT][NEUTRAL] I'll wait for somebody to see my I am, but I'm gonna check one more time under your social [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, what I'm going to do, let me check a different way this thing.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, I think our system may be up, yes, uh, I mean be down at the moment. That's what it is. I finally see the uh.
[AGENT][NEUTRAL] Because it's
[AGENT][NEUTRAL] So our system is down for the moment. Let me try a different screen.
[AGENT][NEUTRAL] So it's not you, it's our system at the moment.
[AGENT][NEUTRAL] It's just down, I do believe.
[CUSTOMER][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] I do apologize, Ms. [PII].
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEGATIVE] 1 in 5 corporate executives are psychopaths.
[CUSTOMER][NEGATIVE] It's the same radio I'm um prison.
[AGENT][NEUTRAL] OK, Miss, Ms. [PII], can you maybe give us a call? I do, I hate to ask you to do this, but somebody else tried searching as well, and they're getting the same error message I'm getting. Oh, so wait a minute, let's see, hold on one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you may have one that's working here.
[CUSTOMER][POSITIVE] No worries.
[AGENT][POSITIVE] Yay! OK.
[AGENT][NEUTRAL] OK, [PII], we have you pulled up. All right. Let's start doing our ver I do apologize, I'm so sorry, but let's start with verifying uh how you, how [PII] is is spelled.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Go ahead and just spell it for me. Let's make sure that's correct.
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][POSITIVE] Wonderful. That is how we have it. And your date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. Let's see, let's verify. Oh, I see we don't have a phone number for you that would have kept you from getting in there as well. But let's go ahead and verify your address, please, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Excellent. And your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Excellent. And is your phone number, your personal cell phone number or whatever number you use, is that [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] One, OK, that's the number you're calling from, so thank you.
[AGENT][NEUTRAL] OK. [PII] 2nd.
[AGENT][NEUTRAL] Alright, so that's [PII]. OK, alright, [PII], let's see what you have with us. You have our gap and you did say that earlier, so I am going to request a new ID card to be mailed to you. Um, [PII], are you where you can attempt to set up the online service center real quick while we're on the phone?
[AGENT][NEUTRAL] It shouldn't take us too long to do it.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that?
[AGENT][NEUTRAL] Are you where you can uh try to set up your online service center?
[AGENT][NEUTRAL] Do you have a computer in front of you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It doesn't, it's, it doesn't seem to like to work if you're on a, a cell phone. OK. So if you'll go to, uh,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If they go to.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is our website which you.
[CUSTOMER][NEUTRAL] Do I go a new user?
[AGENT][POSITIVE] Yes dear, that's where you got new users, so you're already ahead of me.
[CUSTOMER][NEUTRAL] No way.
[AGENT][NEUTRAL] OK, let's see sign in new user, let me jump up here. Alright, so you'll click the first circle that says I'm an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And from there you'll just complete the information that it gives you um, you'll click next and it, it'll want your last name. Let me give you your policy. No, it doesn't want your policy number. It wants your social security number, the last name, your social security number, your zip code, your email, and your date of birth.
[CUSTOMER][NEGATIVE] It says oops, there has been an error. Looks like there's technical difficulties. Please call customer service.
[AGENT][NEUTRAL] OK, our system, yeah, our system is down is what it is. Uh, just we're able, apparently we're able to do very little at the moment. [PII], what I can do, hold on one second.
[AGENT][NEUTRAL] What I can do is attempt to set it up for you um because we'll always be able to see your user name but we'll never be able to see your password, and I can get it set up if I can get your user name or and then I can give you a temporary password OK?
[AGENT][NEUTRAL] And you can go in there and reset it up but let's see if I can get that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] and
[AGENT][NEUTRAL] OK, searching.
[AGENT][NEUTRAL] Let's see what it tells me if it's gonna let me do it or not.
[AGENT][NEUTRAL] I've never had it take this long. Usually I just click and it's gone.
[AGENT][NEUTRAL] Well,
[AGENT][NEGATIVE] I can tell you that if you tried it earlier and you used exactly what OK it is down it won't even let me go in it it's because we didn't have a phone number for you [PII].
[AGENT][POSITIVE] And now we do have your phone number in here you and I have verified everything, so we know that's all correct. You should be able to set it up when the system comes back up, but it is down right now because it will not even let me set it up, but I have ordered you an ID card and that may take 5 to 7 business days, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] All right, and would you be able to tell me my policy number?
[AGENT][POSITIVE] Yes dear, yes, let me give you that.
[AGENT][NEUTRAL] OK, so your policy number, and you know you may have, I may have misunderstood you, but your group name is MDM Hotel Group. Does that sound familiar? MDM? OK, so I, I, I may have misunderstood you a while ago, but your personal policy number just for you is 249.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 1442.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me give you a group number because they will ask for that.
[AGENT][NEUTRAL] OK, so your group number for everybody as a whole is 25921.
[CUSTOMER][NEUTRAL] 25921
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alright, do you need anything else or is there anything else that we can assist you with at the moment?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][NEUTRAL] You're welcome, dear, and I don't again.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I actually do have a question. Um, so when I go to the doctors that I give them my insurance, I would give them this policy number as well.
[AGENT][NEUTRAL] Right. Yes, yes. Um, anytime you present your major medical, you need to present your uh GAP card as well, or you can just give them that number to your card, makes it to you if you need to go to the doctor today or tomorrow or something.
[CUSTOMER][NEUTRAL] OK, so then, um, I would put it as like a secondary insurance company.
[AGENT][NEUTRAL] I would
[AGENT][NEUTRAL] Right. We're a supplement. We are your supplement insurance. We're not a major medical by any means.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] So your major medi[PII], whoever the group has. You're welcome, dear, and that card should be there in 5 to 10, 5 to 7 business days, and try to set that up later this evening or sometime tomorrow, the online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right, thank you. You have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Sounds good thank you.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, dear. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.