AccountId: 011433970860
ContactId: 27d235d4-3a77-4526-b40f-da49ac1bdc3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278470 ms
Total Talk Time (AGENT): 169611 ms
Total Talk Time (CUSTOMER): 48395 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/27d235d4-3a77-4526-b40f-da49ac1bdc3a_20250106T19:23_UTC.wav
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[AGENT][NEUTRAL] OK, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my company signed up with you guys in December, and I was wondering how long does it take to get the ID cards.
[AGENT][NEUTRAL] OK, so you're new to APL and you're wondering about how long it will be before you receive your ID cards. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Yes sir, I can help you with that. First off, I will need to look up your information and verify some things with you for security. So who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII], what was your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And are you the subscriber on this policy, [PII]? You said it was through your employer. OK. And what is your social, please, so I can look up your information?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment please.
[AGENT][NEUTRAL] OK, so [PII], any information, OK, well, first of all, we'll just verify your information for security. So what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Place
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one you gave me, so that is your best contact number that we should have. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you. And lastly, your email address that we have on file and this does appear to be your work email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] That this policy I see that you have with APO you've actually had
[AGENT][NEUTRAL] Um, this policy has been in effect since [PII].
[AGENT][NEUTRAL] That you've had coverage with us. Yes, yes, yes, ma'am. I'm so sorry. Yes, sir, Mr. [PII]. There weren't any changes, so your ID number will be the same.
[CUSTOMER][NEUTRAL] Oh, OK, so it's the same one then.
[CUSTOMER][NEUTRAL] I didn't know that. Could I get the ID card then or something sent to my email?
[AGENT][NEUTRAL] So you're, yeah.
[AGENT][NEUTRAL] Yeah, well, sure, I'm actually going to email you have you not ever set up your profile in the APL online service center where you can have access to? Alright, so give me just a moment then because I have a user guide for our portal that gives instructions on setting it up. There's your ID cards are also located in the portal, but you can have access to your claim statuses um.
[CUSTOMER][NEUTRAL] I don't think so.
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] Any claims we've received, if you were to have to file a claim with us, you can actually upload it into the portal and this user guy will give you all of those instructions. So give me just a second to email that to you.
[AGENT][NEUTRAL] And it when you're setting it up, you will need to use this work email it's gonna ask you for that because that's what we have on file and if you were to try to use a personal one, it's gonna give you an error message saying the system can't find you and that's just due to security.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So I have just, um, I'm emailing you that user guide right now and you should have that within just the next few minutes. And if you need any help in setting it up, just give us a call back and we'll be happy to assist you with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I thank you.
[AGENT][POSITIVE] Well, you are certainly welcome. And would you like to just write down your policy number? I can give you that as well.
[AGENT][NEUTRAL] But you'll see it in the portal too.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It's 2152627.
[CUSTOMER][POSITIVE] Alright, I appreciate that.
[AGENT][POSITIVE] OK, well, if that's all then, Mr. [PII], then I can help you with today. Thank you again for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mhm, bye-bye.