AccountId: 011433970860
ContactId: 1f6983d9-46c5-4e43-8a4d-00a84e2ef438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472489 ms
Total Talk Time (AGENT): 242520 ms
Total Talk Time (CUSTOMER): 169092 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/1f6983d9-46c5-4e43-8a4d-00a84e2ef438_20250103T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. Um, I was trying to log into the website to get my ID cards and it said that I wasn't in the system. Can you help me?
[AGENT][NEUTRAL] OK, yes, so that information does have to match what we have in our system so we can go through all of that and verify that it's all correct. Uh, what was your name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, uh [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I'm looking at the package they sent me. I see.
[CUSTOMER][NEUTRAL] Um, policy holder certificate number.
[AGENT][NEUTRAL] That would be it.
[CUSTOMER][NEUTRAL] OK, 02495047.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] All right. I'm just gonna verify this information. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yeah, mailing address uh [PII], that's [PII].
[AGENT][NEUTRAL] OK, perfect. Last thing I need is the email address that we've got on file for you looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] OK, that's it. All right, well, all of that information is correct um was this, did you use that email um when you went to create the account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it was still saying that it was just unable to find you?
[CUSTOMER][NEUTRAL] Yeah, yeah, it said, uh, yeah, something like I'm not in the system. I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, now let me ask you, whenever there was a section where it asked for a member ID or a social, um, did you put in your social?
[CUSTOMER][NEUTRAL] Yes, I put my social.
[AGENT][NEUTRAL] OK, let's verify that that's correct, um, because sometimes we might have that wrong in our system. I've got [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] It is OK give me just a moment.
[AGENT][NEUTRAL] Are you there in front of a computer right now?
[CUSTOMER][NEUTRAL] Yeah, I'm using my phone, yeah.
[AGENT][NEUTRAL] OK, um, that, well, typically our website doesn't have much support for mobile devices, although that would really be for just if you're filing a claim, um, do you have access to a desktop or a laptop?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, but it's something just dawned on me um, I used my residential address, which is not the same I just gave you that's my mailing address that I gave you perhaps I should put in my mailing address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah yeah I would definitely give that a shot. That zip code is really the biggest thing, um, and then of course if you were obviously I do want you to have access to your account, um, but if you're just needing your ID card, I can see.
[AGENT][NEUTRAL] If I can send you one, let's see.
[CUSTOMER][NEUTRAL] I'm, I'm trying to log in again here with a different address.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Oh yeah, I think it worked that time.
[AGENT][POSITIVE] Awesome, OK.
[AGENT][NEUTRAL] Is it letting you create a user name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, yep, username password email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, um.
[CUSTOMER][NEUTRAL] While I have you, if you don't mind, I, I can, I can fill that out on my own, uh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I have two packets here and I noticed both of them have different um cert certificate numbers, so I think I have 2 different policies.
[AGENT][NEUTRAL] Yes, I was just looking at that. Um, actually, you've got 4, different policies with us. Um, and I will say the only one that we offer ID cards for is going to be the medical. that's called Hospital indemnity is what that plan is. The one you gave me was your accident policy. You've also got a term life policy with us. And one other, I'm not quite certain what this one is right off. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well I'm getting this pulled up, [PII], did you want me to go ahead? I can email you your ID cards right now if you'd like.
[CUSTOMER][POSITIVE] Yeah, that'd be that'd be cool. I, I, I'm not keen on doing all this filling out stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't blame you
[AGENT][NEUTRAL] Well, and it's quite a bit of navigating as well um did you want me to just send it to this uh Yahoo account that we've got?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I will get that sent to you. OK, so this other policy is uh critical illness with cancer benefits. So those are the four policies you have with us.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK, uh, but they're only under the 2 certificate numbers, right? I don't have 4 certificate numbers.
[AGENT][NEUTRAL] You do, they are all different certificate numbers um if you've just received those, you should be getting the others shortly, but they are all different if you'd like I can give you each of those.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um, sure, would you include it in the email with my card? Uh, hold on.
[AGENT][POSITIVE] Oh yeah, absolutely I could do that that'd probably be a bit easier.
[CUSTOMER][NEUTRAL] Uh, I'm looking at my packets. Maybe all four are inside the packets. They're quite thick, um, maybe there's, maybe I'm just missing the other pages or I'm not seeing it.
[AGENT][NEUTRAL] It's possible, um, but I'll still go ahead and include these just so you've got them for your record just in case.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] It was several months ago that I ordered this uh I just haven't inquired about it.
[AGENT][NEUTRAL] I see, yeah, they've.
[CUSTOMER][NEUTRAL] Uh, and the reason I'm doing.
[AGENT][NEUTRAL] Go ahead, sorry.
[CUSTOMER][NEUTRAL] The reason I'm inquiring now is because I just went to the dentist and had um a root canal and a crown and I wanted to know if any of this would help me help me pay that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For this, any of the coverage you have with this policy is not going to cover dental.
[AGENT][NEUTRAL] Or with these policies, excuse me.
[CUSTOMER][NEUTRAL] OK, none of this is
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, if you have dental, um, it's most likely going to be through a different uh carrier. I would ask your employer uh who that would be through.
[CUSTOMER][NEUTRAL] Uh, yeah, yeah.
[CUSTOMER][NEUTRAL] OK, no, I, I, yeah, I won't, I won't pursue that. Uh, I was just curious if any of this covered it.
[AGENT][NEUTRAL] OK, yeah, of course.
[CUSTOMER][POSITIVE] But yeah, that'd be great if you could email me those policy numbers and.
[AGENT][POSITIVE] All righty. Absolutely, yes. Um, I will include the ID card and then I'll list out the policy names and their individual uh certificate numbers.
[CUSTOMER][POSITIVE] That'd be really easy for me, thank you.
[AGENT][NEUTRAL] Yeah and if for some reason uh you look through that paperwork, you don't see um the other policies and if you wanted that information we can have that sent to you as well we can either email or mail a paper copy.
[CUSTOMER][NEUTRAL] OK, uh, and, and the, the other two were, um.
[CUSTOMER][NEUTRAL] Can you name them to me the 4 policies?
[AGENT][NEUTRAL] Of course. Yes. So it's a critical illness with cancer benefits. You've got an accident policy, term life, and then hospital indemnity, which is your medical.
[CUSTOMER][POSITIVE] Cool, OK.
[AGENT][NEUTRAL] Yes, sir. Did you have any other questions for me?
[CUSTOMER][POSITIVE] Alright alright I'll be satisfied with that.
[CUSTOMER][NEUTRAL] No, no, thank you for emailing that to me.
[AGENT][POSITIVE] OK, yeah, of course. Alright, well thanks for calling APL. I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.