AccountId: 011433970860
ContactId: 2513a4e5-8016-4c02-a9ae-6c489315cba0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 622340 ms
Total Talk Time (AGENT): 205672 ms
Total Talk Time (CUSTOMER): 147034 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/2513a4e5-8016-4c02-a9ae-6c489315cba0_20250411T12:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, can I get some, uh, ID cards resent out?
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] Uh, for a dental, yes, can I have some ID cards, uh, please resend out.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] Uh, so [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number or no?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So have you received any or?
[CUSTOMER][NEUTRAL] You want social security number or anything?
[AGENT][NEUTRAL] Yeah, you've not received any cards?
[CUSTOMER][NEUTRAL] Well, no, I, I haven't seen any. If I did, I didn't, we must have thrown them out, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey, you do know you can download them online if you'd like.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] That's fine, but what do I have to do to do that?
[AGENT][NEUTRAL] Um, you'll have to go to our website. I can give you that. Um, it's secured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the word [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'll walk you through it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, let's see here.
[AGENT][NEUTRAL] And is this your dental card or your medical card, or both?
[CUSTOMER][NEUTRAL] Uh, either, both, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] When you get to the site, it should say what um online service center welcome.
[CUSTOMER][NEGATIVE] Spelled that wrong
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] And and then to the right you should see um uh two tabs one says log in, one says new user you would click the new user tab.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then select the role that best describes you, which I believe would be the top one, that first one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then click next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then here it's just asking you to verify uh your information and if you could just, you gave me your last name [PII], so you'll type your last name and then it requires your social security number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I show that your social is [PII].
[CUSTOMER][NEUTRAL] I got
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You can go ahead and verify your uh date of birth for me, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your complete mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII] or just 11?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you answer those security questions you'll hit the the next uh button.
[CUSTOMER][NEUTRAL] I keeps on saying no.
[CUSTOMER][NEUTRAL] No we sound hold on.
[AGENT][NEUTRAL] What did it say?
[CUSTOMER][NEUTRAL] Says no user was found with the information entered. Let me make sure I'm not didn't make a mistake here.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Did it allow you to create a username and password?
[AGENT][NEUTRAL] Had, had you got to that screen yet?
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK, so your last name?
[CUSTOMER][NEUTRAL] It's not letting me get off of the uh washroom social security number.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And the Social Security I verified the zip code is [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII] right.
[AGENT][NEUTRAL] And give me your email address again.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] zip code [PII].
[AGENT][NEUTRAL] OK, that's what we have because what you enter has to match.
[AGENT][NEUTRAL] What we have? OK.
[CUSTOMER][NEUTRAL] Right, [PII] email [PII].
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII] yeah.
[AGENT][NEUTRAL] Let me look at the date of birth one more time.
[CUSTOMER][NEUTRAL] [PII] yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And it just says no user was found from the information that was entered.
[AGENT][NEUTRAL] OK, something is weird here. Give me a second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me see here
[CUSTOMER][NEUTRAL] Let me try this.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, for your date of birth, are you entering the 2 digit for the month, 2 digit for the day, and 4 for the year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe I click maybe I clicked on log in. Maybe I should be doing new new user. Would that be it?
[AGENT][NEUTRAL] Yeah, click on the user, yeah, click on the user.
[CUSTOMER][NEUTRAL] OK, hold on
[CUSTOMER][NEUTRAL] OK, now it's doing it now, so now it's a lot, so you gotta create your account and then is it just gonna be an option from there?
[AGENT][POSITIVE] OK, good. Good.
[AGENT][NEUTRAL] Right, so you'll create a username and password and once you do that, um, it'll let you into the site.
[AGENT][NEUTRAL] And um when you get to the site, you're gonna look for the ID card dashboard.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you should see your dental card, and I did, they are, they are in your file, your dental card, um, and your hospital indemnity card. And do you also have a critical illness policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't don't think so.
[AGENT][NEUTRAL] Looks like you have a critical illness policy also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there is your
[CUSTOMER][NEUTRAL] OK, I think I'll probably end up figuring I'll figure it out from here.
[AGENT][NEUTRAL] Yeah, so once you get into the site, the dashboard, I mean it says ID card dashboard in bold and to the right of it you'll see those three policy numbers and it'll tell you what type of policy and the policy number there should be a I mean there is an ID card and it's like a PDF document just click on that PDF icon.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it'll open up the card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] All [PII].
[CUSTOMER][POSITIVE] Alright, I'll call back if I need to, thank you.
[AGENT][NEUTRAL] OK, anything else I can assist with today, [PII]?
[CUSTOMER][POSITIVE] Yes ma'am thank you bye bye.
[AGENT][POSITIVE] You're welcome thanks for calling APL.