AccountId: 011433970860
ContactId: 122d6496-6cb8-45d7-b730-033cf0cec350
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279510 ms
Total Talk Time (AGENT): 124100 ms
Total Talk Time (CUSTOMER): 112807 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/122d6496-6cb8-45d7-b730-033cf0cec350_20250502T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was trying to figure out, um, I, I don't go home. I drive trucks and I don't go home that often. And I was trying to figure out, is there any way that I can get it like uh electronic uh medical card offline or, or, or email with me?
[AGENT][NEUTRAL] Uh yes sir I can um tell you about the online service center. Can you please give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and my number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And do you know your policy number, [PII]?
[CUSTOMER][NEUTRAL] Mm, no, ma'am, but I can find it on on my email that they sent me. Let me see, I guess it's on.
[AGENT][NEUTRAL] I can um I can look it up with your social if you'd like to give me your social I can pull it in.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[AGENT][NEUTRAL] OK, and you're wanting your medical card, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I, uh, yes ma'am, that's the only one I need, right? Cause it, what, what do I do, is it an I card too or a dental card? Or I just give them my, tell them who it is for.
[AGENT][NEUTRAL] Uh, this is your going to be your medical card, um, but I'll need to verify your policy real quick, sir. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have for you on the policy?
[CUSTOMER][NEUTRAL] My email address is [PII], and you said what else? My address [PII].
[AGENT][NEUTRAL] Your, your
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] OK, and then I show that the phone number that you gave me to call you back on, is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] And what else?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so if you go to our website, it's secured. I'm gonna give you the name of it. It's called Secured. It's S E C U R E D.
[CUSTOMER][NEUTRAL] To care
[CUSTOMER][NEUTRAL] Uh S E C U R E.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] Uh, secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] AM
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once you go in there, you, yes sir, you're gonna go in there and you're gonna sign up as a new user.
[CUSTOMER][POSITIVE] [PII] OK.
[AGENT][NEUTRAL] And then after you sign up as a new user, you click new user, you're gonna click, you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Individual with AP policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're gonna decide what you want your username and password to be.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And once you get in there you'll be able to see your card you'll be able to see all of your policies you can file claims through there if you need to. It's a direct to your policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're so very welcome, Mr. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] I, I, no, ma'am, you have a good weekend.
[AGENT][POSITIVE] You have a blessed weekend too and be careful out here on the road. We appreciate you calling [PII], sir.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right. Bye-bye, Mr. [PII]. You're welcome.
[CUSTOMER][NEUTRAL] Bye-bye. Bye-bye.