AccountId: 011433970860
ContactId: 49017edd-bcbd-4b4f-9e11-35b87aa4ada4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483970 ms
Total Talk Time (AGENT): 195740 ms
Total Talk Time (CUSTOMER): 195689 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/49017edd-bcbd-4b4f-9e11-35b87aa4ada4_20250213T14:32_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How you doing, Miss [PII]?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm all right. Um, I, they told me they were gonna call, but I, I filled out for, I think it was the UTB, uh, insurance, and I never received any type of literature or anything, so they gave me y'all number to I guess get them, get y'all the mail or give my policy number so I can get that type of paperwork mailed to me or something like that because I've been paying on it since.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] October and it's supposedly went into effect on December but I still never received any type of paperwork or anything like this.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK, [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] No, ma'am, that's why I'm calling y'all.
[AGENT][NEUTRAL] OK, you OK, spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what state do you do you live?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So you've not received an identification card or anything?
[CUSTOMER][NEGATIVE] I haven't received anything.
[AGENT][NEUTRAL] OK, is this regarding disability?
[CUSTOMER][NEUTRAL] I think it's the short term is life insurance.
[AGENT][POSITIVE] OK, correct.
[AGENT][NEUTRAL] Verify your date of birth and your complete mailing address for me.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. My birthday is [PII].
[CUSTOMER][NEUTRAL] Oh, my wife is [PII].
[AGENT][POSITIVE] Oh my gosh. Oh wow.
[CUSTOMER][POSITIVE] Happy Happy birthday to you.
[CUSTOMER][POSITIVE] Hey, happy birthday to you.
[AGENT][POSITIVE] Same to you. Happy future birthday.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so if you want to make note of your disability policy number and your group flight term life policy number, I have that for you.
[CUSTOMER][NEUTRAL] Disability policy number and.
[CUSTOMER][NEUTRAL] Oh, let me, uh, I'm about to make it a note in my phone right now so you gonna do this.
[AGENT][NEUTRAL] And, and, and actually, we do not issue ID cards for these two policies.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, what is that policy number?
[AGENT][NEUTRAL] So for your disability policy, it is 255.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 255
[AGENT][NEUTRAL] 8192.
[AGENT][NEUTRAL] And for your group term life is 255.
[CUSTOMER][NEGATIVE] Mess it up.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm typing it in my phone as we uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what's that number?
[AGENT][NEUTRAL] It's 255.
[AGENT][NEUTRAL] 818166.
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's it, that's all I.
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] You cut out on me.
[CUSTOMER][NEUTRAL] I said that's all that I signed up for. I don't, I don't, it's been since I've done.
[AGENT][NEUTRAL] Yeah, I just showed that we, we handle or administer these two products. If you enrolled in other coverages, it may be through a different carrier, so that's something you'll need to reach out to your, your employer about.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so can y'all, can, would you be able to send those documents out to me so I have a paper, paper documents or no?
[AGENT][NEUTRAL] You mean your policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can, you know, you can also download them from our website as well.
[CUSTOMER][NEGATIVE] What's the website because they, they didn't give me any of that. I mean this is my first time actually talking to someone, yeah, because when I did it, I, I didn't have, I never received the policy number or anything. So what's that website?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And then just type in those policy numbers and all that.
[AGENT][NEUTRAL] Well, when you, when you, yeah, when you get to the site because it's a secured site, it's gonna ask you about 5 security questions similar to the ones that I asked you, your zip, it'll ask you your zip code, your date of birth, the spelling of your name.
[CUSTOMER][NEUTRAL] Oh I need to make that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You'll need to enter.
[CUSTOMER][NEUTRAL] A few different things.
[AGENT][NEUTRAL] Your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I'm sorry, not your policy number, your social security number.
[AGENT][NEUTRAL] And I believe your zip code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what you enter there has to match what we have or what you've already verified, so you should be OK there and then it'll take you take you to uh a set up screen where you'll create a username and password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] Uh, wanna write that information down.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once that's done it you're into the um online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the dashboard that you'll look for to download your policy is the um.
[AGENT][NEUTRAL] Let me give you the correct name.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] Uh, it's gonna be the my, my coverage dashboard.
[CUSTOMER][NEUTRAL] it's gonna be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you should see a hyperlink with the two policy numbers that I gave you.
[AGENT][NEUTRAL] You would just click the the hyperlink and it'll populate the policies and you could you have to click on each policy number but it'll populate the policy and then you could print it.
[CUSTOMER][POSITIVE] OK, cool, good, I appreciate you for all your help too, man, because I didn't like I said, I, I never use anything, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][POSITIVE] And I just thought about it when I looked over my pay stub yesterday, so I needed to get that information, so I definitely appreciate it, but you will, um, you will be able to send me, uh, the policy information through the mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] All right. Anything else we can help out with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am, that's it. I definitely appreciate you and happy birth happy future birthday again.
[AGENT][NEUTRAL] Same to you, same to you.
[CUSTOMER][POSITIVE] I thank you.
[AGENT][POSITIVE] All [PII]. Have a good day.
[CUSTOMER][POSITIVE] Alright bye you too thanks.
[AGENT][NEUTRAL] All right, [PII].