AccountId: 011433970860
ContactId: 3abde442-6016-42fa-9324-e0b232ad5d86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372679 ms
Total Talk Time (AGENT): 171956 ms
Total Talk Time (CUSTOMER): 64835 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/3abde442-6016-42fa-9324-e0b232ad5d86_20250123T21:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was seeing if I can get my uh insurance card emailed to me.
[CUSTOMER][NEUTRAL] Cause I don't, I have it, but it's at home and I need to go to the urgent care.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're needing to see if you can have your ID card emailed to you, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], can you spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, I'm sorry, I misunderstood what you said. OK, and your phone number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you know your policy number?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, and is the insurance in your name?
[AGENT][NEUTRAL] Ms. [PII], OK, and what is your social so that I can look that up?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Give me just a moment please to locate your information and then once I do, I will have to verify several things with you first for security. So one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And is it your medical, your hospital identity cards that you're needing, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, I just need my medical.
[AGENT][NEUTRAL] OK, so just one moment.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] City, state, and zip?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you and lastly your email address.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, and your first name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] So give me just a moment to get your ID card pulled up.
[AGENT][NEUTRAL] Now have you set up your profile, Miss [PII] in the APL online service center? Are you familiar with that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, I thought it was all through uh my benefits in the card and
[CUSTOMER][NEUTRAL] I've seen it and then I was like, I don't think I got it through American Public Life until the lady transferred me. I was like, oh, I thought it was all through benefits in the car.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so what I'm gonna do is I'm going, yes, you enrolled for your employer you did enroll with 3 benefits in a card, but what I'm going to do is in addition to including your ID cards, I'm also gonna include a user guide for our our portal so that you can set up your profile and that way you'll have access to your policy information that you have with us.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The different policies you have with APL, you'll have access to that information and also your ID cards.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] For your dental and your hospital indemnity plans. Um, so give me just one second to get that information together for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, Ms. [PII], so I have just sent that email to you and the email that you will be receiving is going to come from [PII] team [PII] and I did put APL in your subject line for you so that that's easy for you to recognize. You wanna make sure it may take it a minute to come through. Are you able to check your email while you're still on the phone with me?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes ma'am, I'm seeing it now. It just popped up.
[AGENT][NEUTRAL] OK, so yes ma'am, you should have two attachments. One is your ID cards for this policy, and the other one is the instructions for how to set up your profile so you can have access to everything online.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, is there anything else that I can help you with this afternoon?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well then thank you so much for calling APL and I hope that you have a very nice evening.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] All right, thank you so much. Yes, ma'am.
[AGENT][NEUTRAL] Bye bye.