AccountId: 011433970860
ContactId: 2df0db36-df32-4995-93a0-f4fb32ffa6f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219339 ms
Total Talk Time (AGENT): 70742 ms
Total Talk Time (CUSTOMER): 91624 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/2df0db36-df32-4995-93a0-f4fb32ffa6f8_20250530T17:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh yes ma'am. I was actually, uh, I received a letter in a couple of days ago.
[CUSTOMER][NEUTRAL] And I'm about about APO that that I'm insured for coverage of family. I'm just trying to figure out uh how I got it or why I got it.
[AGENT][NEUTRAL] OK, it could be through your employer, but um.
[AGENT][NEUTRAL] Your name is?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you see a policy number?
[CUSTOMER][NEUTRAL] That is 02.
[CUSTOMER][NEUTRAL] 575885
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Awesome thank you so much. Give me one moment.
[AGENT][NEUTRAL] OK, and Mr. [PII], uh, verify your date of birth and mailing address for me, please.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] My mailing address is [PII] excuse me, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, sir. It looks like you have a medical policy through your employer, Bingo, Transportation services.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][MIXED] Bingo crane rigging, but uh I, OK.
[CUSTOMER][NEUTRAL] What do, how do I, I know I tried to sign in online.
[CUSTOMER][NEUTRAL] But it wouldn't let me.
[AGENT][NEUTRAL] OK. Uh, verify your email address, make sure we have that correct.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like we have a different email address [PII].
[CUSTOMER][NEUTRAL] Yeah, y'all probably have the [PII].
[AGENT][NEUTRAL] Yes, sir. Would you want us to change it?
[CUSTOMER][NEUTRAL] Uh, uh, please, if you don't mind, it's uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's actually the the [PII] is the email between me and my wife.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that email address again? I'm sorry.
[CUSTOMER][NEUTRAL] But the day
[CUSTOMER][POSITIVE] You you're good, [PII].
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that could be the reason why you weren't able to set up on the online service center, but I have changed that email address so you should be able to now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this was set up by my employer looks like on the
[CUSTOMER][NEUTRAL] Well, [PII].
[AGENT][NEUTRAL] Uh, yes, sir, it's through your employer effective [PII], yes sir.
[CUSTOMER][POSITIVE] Effectively.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that's what I was trying to find out I'll try to sign it online so I can take a look at everything.
[AGENT][NEUTRAL] All right, well, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That's it for now.
[AGENT][POSITIVE] All right. Well, I thank you so much for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you too bye bye.
[AGENT][NEUTRAL] Bye.