AccountId: 011433970860
ContactId: 45c76e93-7e9d-4561-84df-a39f456dc4c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 517619 ms
Total Talk Time (AGENT): 261714 ms
Total Talk Time (CUSTOMER): 111885 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/45c76e93-7e9d-4561-84df-a39f456dc4c1_20250609T18:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Uh sorry, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, [PII], I'm needing to try to get uh copies of my insurance cards.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I do not, not on me.
[AGENT][NEUTRAL] OK, give me one moment. You say your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and the email address for me, please.
[CUSTOMER][NEUTRAL] Uh, [PII], um, the [PII] address I need to change, um, the old one is [PII].
[AGENT][NEUTRAL] OK, and the correct mailing address?
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep [PII].
[AGENT][NEUTRAL] OK, OK, and
[AGENT][NEUTRAL] [PII]. OK, and your email address, please?
[CUSTOMER][NEUTRAL] Uh, should be under [PII].
[AGENT][NEUTRAL] OK, I don't see an email but you said [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You know, uh, we just sent an estimate over to [PII], uh, for them to go through, so OK, thank you.
[AGENT][NEUTRAL] OK, and I'm just repeat it just to make sure I have it correct, OK? And it's [PII]
[CUSTOMER][NEUTRAL] You have everything.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, ma'am, that is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I can send a request for the cards to be mailed to you. I may take 3 to 5 business days to receive, and we do have an online service center as well where you can set up an account to view your policy as well as print out any temporary cards.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is that?
[AGENT][NEUTRAL] Uh, if you go to [PII].
[CUSTOMER][NEUTRAL] Hang on just a second, let's see see you.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Secured do what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, if we create a user or OSC account.
[AGENT][NEUTRAL] Is gonna select insured?
[AGENT][NEUTRAL] It's gonna ask for your name, your social, zip code, email address, and date of birth, and from there it'll send a verification code to the email address you gave to where you can put in that code and then set up your password. But let me change your address first because it does have the old address in the system, OK? Give me one quick moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the mailing address is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, give me half.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let me.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, now I'll try it because it was for that zip code and it had that old one in there.
[CUSTOMER][NEUTRAL] Alright, so create an account, uh, create your OSC account.
[AGENT][NEUTRAL] Yes sir, and the next page you is select insured because you're an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] OK, then next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Parker.
[AGENT][NEUTRAL] And also
[CUSTOMER][NEUTRAL] And then type my email in.
[AGENT][NEUTRAL] Uh yes, sir, the one that you gave me.
[AGENT][NEUTRAL] And then your date of birth, and once you've set up an account, you'll be able to view your policies, even check claim status once they've been received or even submit a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. So it's just a a way for you to view your policy and check claim status as well, but
[CUSTOMER][NEGATIVE] Uh, it says no user found with the information entered.
[AGENT][NEUTRAL] What in the world? Give me one moment.
[AGENT][NEUTRAL] Probably takes a while for it to.
[AGENT][NEUTRAL] Show it in the system.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And if you don't mind, verify your social and make sure we have it correct in the system.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, that is correct.
[AGENT][NEUTRAL] Let's see, give me one moment.
[AGENT][NEUTRAL] Well, that is the information.
[AGENT][NEUTRAL] And the email is [PII]
[AGENT][NEUTRAL] [PII]. Correct?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Well, I'm hoping that.
[AGENT][NEUTRAL] OK. I would say try again.
[CUSTOMER][NEUTRAL] Wait a minute. All right.
[AGENT][NEUTRAL] Because um
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Ha ha, complete your account set up. Got it.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Awesome, and then like I said, it's gonna send you a verification code through the email and you just put in that verification code and put in your password that you like and also put that password in again to confirm and then it should let you on in. And I just want to let you know once you've signed in each time you log in, it's still gonna send a verification code to that email address.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] As a security, but yes, I can definitely send these cards to you. Let me see. I see you have a dental policy with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And another is a term life, but they, there's no car for that one in the medical.
[AGENT][NEUTRAL] And I'll send the medical card to you as well.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No, ma'am, we're good. Thank you very much.
[AGENT][POSITIVE] You are welcome and I thank you so much for calling APL. Have a great day, Mr. [PII].
[CUSTOMER][POSITIVE] Yes, ma'am. You too.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.