AccountId: 011433970860
ContactId: 0f109156-0685-453f-9f44-d8eee0281af7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 684380 ms
Total Talk Time (AGENT): 276406 ms
Total Talk Time (CUSTOMER): 147900 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/0f109156-0685-453f-9f44-d8eee0281af7_20250331T20:38_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I was wondering if you can send me a card uh that I never received uh by mail.
[AGENT][NEUTRAL] Well, would
[AGENT][POSITIVE] Yeah, it would be my pleasure to assist you. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And do you have your policy number available?
[CUSTOMER][NEUTRAL] I have the member ID is that good?
[AGENT][NEUTRAL] What is that number?
[CUSTOMER][NEUTRAL] 02556021
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you. And what is your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm just checking something for you. Bear with me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I will be happy to request that they mail you a copy of your card. There's also a website if you are interested you can create a login and password on our portal.
[AGENT][NEUTRAL] You can print additional cards from there and you can click on the policy number and view your policy benefits, and then when we receive cards, you can also view I mean claims, you can also view claims.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] That we have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have put in that order.
[CUSTOMER][NEUTRAL] Is there an app or?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there an app or it's a website?
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] It is a website and I can give you that information. In fact, if you're at a computer now, I can help you create a login and password.
[CUSTOMER][POSITIVE] Yes, I will do that right now.
[AGENT][NEUTRAL] OK, so when you're ready and it it's better on a laptop or desktop.
[AGENT][NEUTRAL] But when you're ready,
[CUSTOMER][NEUTRAL] Oh my
[AGENT][NEUTRAL] If you would go to
[CUSTOMER][NEUTRAL] OK, I'm on my phone.
[AGENT][NEUTRAL] On your phone,
[AGENT][NEUTRAL] OK, let's see if it'll work on your phone. If you'll go to [PII].
[AGENT][NEUTRAL] You are [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're going to go in as a new user.
[CUSTOMER][NEUTRAL] So new new user.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're going to choose the top.
[AGENT][NEUTRAL] Um, option you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you're going to enter your information and you will need to use your complete.
[AGENT][NEUTRAL] Social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what the last name you have on file for me is [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, OK, perfect.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] And let's verify your email if you don't mind because it will ask you for that.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, perfect. That's what we have.
[AGENT][POSITIVE] Just take your time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so username, um, is, um, can I use my email or?
[AGENT][NEUTRAL] Not the complete email.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And then the password does have to have one capital letter, one lower case, one number, and one symbol.
[CUSTOMER][NEUTRAL] Uh, enter your user name.
[CUSTOMER][NEGATIVE] Not working. How come?
[CUSTOMER][NEUTRAL] There's a, OK.
[CUSTOMER][NEUTRAL] Submitting them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like for me to email you a copy as well?
[CUSTOMER][NEUTRAL] Of the car?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh yes, of course. Thank you.
[AGENT][POSITIVE] All right, that is on the way for you as well.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And I do see that you have an active account.
[CUSTOMER][NEUTRAL] Let me try logging in.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just tell me to verify you can receive claims and.
[CUSTOMER][NEUTRAL] OK, set up your direct deposit.
[AGENT][NEUTRAL] That's if you submit a claim and you would prefer benefit payment go directly to your bank. Now, with this policy,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, Mr. [PII], you can always show your APL card when you go for medical attention.
[AGENT][NEUTRAL] And the providers can file the claims for you and we can pay them direct.
[CUSTOMER][POSITIVE] Yes, yes, I think that's the way, uh, I'd rather.
[AGENT][NEUTRAL] Yeah, that's the easiest because they've always got the documents needed to file a claim. Now some providers just won't file.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Secondary policies, and if that's the case, if it is a covered benefit, always file for reimbursement.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So don't lose your benefits. And then if.
[AGENT][NEUTRAL] Once you're in, if you ever want to view your benefits, just click on your policy number.
[AGENT][NEUTRAL] And it will download your policy certificate. Within that policy certificate there's a page called a schedule of benefits page, and you can view all the benefits covered and the benefit amounts.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] One moment, I'm trying to see what's the number?
[AGENT][NEUTRAL] Under my coverage.
[AGENT][NEUTRAL] You should see
[CUSTOMER][NEUTRAL] My coverage uh policy number. I see.
[AGENT][NEUTRAL] Yeah, it, yeah.
[CUSTOMER][NEUTRAL] So there's an error, maybe.
[CUSTOMER][NEUTRAL] Uh, looks like I go to. Let me try again.
[CUSTOMER][NEUTRAL] Yeah I know it says there's an error.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Is it giving you an error?
[CUSTOMER][NEUTRAL] Mhm. When I click on my policy.
[AGENT][NEUTRAL] Hang on just a second, let me get that pulled up. I can email that to you as well.
[CUSTOMER][NEUTRAL] There you go, it, it worked, uh, so now I have.
[AGENT][POSITIVE] It did work
[CUSTOMER][POSITIVE] Yes. So this is everything. OK, I see. Perfect.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do we have a uh eye coverage, uh optometrist?
[AGENT][NEUTRAL] Only if it is for a vision problems, so it has to be, if there's a sickness in the eye like glaucoma or if there
[AGENT][NEUTRAL] Cataracts, but just for your vision.
[AGENT][NEUTRAL] Um, this is.
[AGENT][NEGATIVE] It's not covered. This is for sickness or injury.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now if you have vision through your employer, you can check with the human resource department to see what company that might be through.
[CUSTOMER][NEUTRAL] Um, OK, I see.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That's it. Uh, when should I expect the card?
[AGENT][NEUTRAL] Now the card by mail, you should, depending on the mail. The card will go out tomorrow, so I would say within 2 weeks just depending on the mail service.
[CUSTOMER][NEUTRAL] Right now.
[AGENT][NEUTRAL] Can't, can't guarantee that with the mail service lately, but hopefully within 2 weeks. But you can always print a card from that portal as well.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] It it
[CUSTOMER][NEUTRAL] Yeah, in any case you send it by email. I just saw here I can this is basically the card itself, right?
[AGENT][NEUTRAL] That is the card, yes, sir.
[CUSTOMER][POSITIVE] OK, OK, and then in that case I can use this one.
[CUSTOMER][POSITIVE] Great, OK, well thanks for the help. I appreciate it.
[AGENT][POSITIVE] Well, it's been such a pleasure to assist you, Mr. [PII], and if you need anything at all, never hesitate to give us a call, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] My pleasure, Mr. [PII]. Thank you for calling APL and have a lovely afternoon.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.