AccountId: 011433970860
ContactId: 14a1bb13-eb9c-46cb-bf1f-6e8e4ebe6f25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411200 ms
Total Talk Time (AGENT): 132753 ms
Total Talk Time (CUSTOMER): 146474 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/14a1bb13-eb9c-46cb-bf1f-6e8e4ebe6f25_20250501T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] I messing up.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from any Solutions. Um, we're a broker's office and I had a question for one of my clients.
[AGENT][NEUTRAL] OK, I can help you with, is it about a claim or benefits or?
[CUSTOMER][POSITIVE] A benefits.
[AGENT][NEUTRAL] And if it's, OK, and I'm sorry, I missed your name.
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[CUSTOMER][NEUTRAL] Can I see mhm.
[AGENT][NEUTRAL] OK, Frankly, um, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] 0261.
[CUSTOMER][NEUTRAL] 3163
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], no, the [PII].
[CUSTOMER][NEUTRAL] Yeah, so [PII], his first name [PII] is his last name. His date of birth is, um, no, sorry, give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry does not let me go through one.
[CUSTOMER][NEUTRAL] His date of birth is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, and then how can I help you today?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Hey, I had two questions with him. Um, we have sent that group the the instructions on how to create their own account, but he's getting errors and I don't know why that is.
[CUSTOMER][NEGATIVE] It says that they can't find him that to call this number to call the customer service number.
[AGENT][NEUTRAL] OK, and are you with the group, the employer, or the broker?
[CUSTOMER][NEUTRAL] Brokered.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And what is your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much, [PII]. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me see what's going on and he's trying to set that up as an individual, is that right?
[CUSTOMER][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] And then.
[AGENT][NEUTRAL] OK, and then can you verify the zip code for the city?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, that he lives, uh, now his zip code is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what email address is he trying to use?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I'm assuming his work on [PII].
[AGENT][NEUTRAL] OK, yeah, and that's what we have. Let me see, let me look up this customer number and see if is he using his social security number for the.
[AGENT][NEUTRAL] Second entry
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me try myself. Let's see.
[AGENT][NEUTRAL] OK, we have [PII], is the last name?
[CUSTOMER][NEUTRAL] Oh, the last name, sorry. So his last name is [PII] and his first name is [PII].
[AGENT][NEUTRAL] OK, so there's no E. We have [PII]
[CUSTOMER][NEUTRAL] Yeah, that's his last name correct.
[AGENT][NEUTRAL] Oh OK, OK. Can you verify the social?
[CUSTOMER][NEUTRAL] Social [PII].
[AGENT][NEUTRAL] OK. And then zip code [PII].
[AGENT][NEUTRAL] You know, and it's
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] 00, I see. So the email we have [PII], we have [PII], it should be [PII], correct?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, that's the problem. OK, let me get that changed real quick.
[AGENT][NEUTRAL] OK, I've updated his email address with the [PII] to see if that works now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll let them know to try, um, but I also had a second question. He says that one of his co-workers received, um, paperwork for hospital indemnity, do you know if he should be receiving them too, or?
[CUSTOMER][NEUTRAL] Is there something that can be sent to him with information for his insurance for hospital indemnity?
[AGENT][NEUTRAL] So once he logs into the online portal he'll be able to see his card, he can print his ID card. He can see the full policy certificate that shows what's covered, um, so once he creates that account, he should be able to see that access that information in full.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] The policy on um that says some information uh in the portal once he logs in because I don't have any APs myself, um, once he logs in, where does he go to find the policy certificate?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I believe there's a tab for it. Let me look at the um guide. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I know that fliers and this is what she's having.
[AGENT][NEUTRAL] Yeah, in the dashboard you'll see policy documents effective date of coverage, um, and he should be able to click on that.
[CUSTOMER][NEUTRAL] OK, so that's all, that's all basically the paperwork, quote unquote that he needs.
[AGENT][NEUTRAL] Yes, correct. There'll be the ID cards and then next to my coverage, it'll say my ID card, so he'll see his ID cards and then like I said on that dashboard, it'll show the policy document.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[CUSTOMER][NEUTRAL] OK.