AccountId: 011433970860
ContactId: 4d0aba04-ab98-4962-ae38-54e24fcdde9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 550159 ms
Total Talk Time (AGENT): 180603 ms
Total Talk Time (CUSTOMER): 380730 ms
Interruptions: 14
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/4d0aba04-ab98-4962-ae38-54e24fcdde9e_20250107T15:33_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, hi [PII], good morning. I'm calling, um, well, actually I'm, I'm an employer and I just found out that we have also a PO but I don't have the card with me.
[AGENT][NEUTRAL] OK, so are you calling on your policy or on behalf of the group?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] My policy, my policy. I don't know the number.
[AGENT][NEUTRAL] OK. OK, spell your first and last name.
[AGENT][NEUTRAL] OK, I can search it by your name. Spell your first and last.
[CUSTOMER][NEUTRAL] OK, OK. OK. It's gonna be, yes, it's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes. [PII]. [PII].
[AGENT][NEUTRAL] OK, and what's your
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And how do you spell your last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] OK, thank you. All right, thank you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you know what type of policy you have with American Public Li?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I believe it's one second wait one second just see that I will be.
[CUSTOMER][NEGATIVE] And it doesn't like that. No.
[CUSTOMER][NEUTRAL] What is it that you need? You need the group number?
[AGENT][NEUTRAL] You know, I pulled up the policy. I was just asking what type of policy you have with us. Is it a Matling policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, met link it says metin select the group met something.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. OK. I think I have it here. What's your date of birth, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can you give me your complete mailing address?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] Uh, you want my work address or you want my personal address? OK, the one on file, it should be Yayan.
[AGENT][NEUTRAL] Looks like it's your personal on file.
[CUSTOMER][POSITIVE] I'm gonna spell it for you. It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII], is that the one on file?
[AGENT][POSITIVE] Yes ma'am. Thank you for verifying that for me.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, so I have your policy number if you wanna write that down.
[CUSTOMER][NEUTRAL] Yes, is there any way possible you can also send me an email with that information?
[AGENT][NEUTRAL] Write it down.
[AGENT][NEUTRAL] Uh, we don't usually do that, um.
[AGENT][NEUTRAL] I can send you your, your ID card that has that information on it.
[CUSTOMER][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the policy number is 2507865.
[CUSTOMER][NEUTRAL] My name is
[AGENT][NEUTRAL] Uh, this information, your policy and your ID card is also on our online service center as well at secured.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Oh, OK. And how do I
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK, and I'm, I'm on the website right now. How do I go by? I'm on the home page.
[AGENT][NEUTRAL] What, what, what side are you on?
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What does it say? Does it say?
[CUSTOMER][NEUTRAL] I haven't clicked anything. It says about solution products for brokers for groups contact claims and form, claim status or signing.
[AGENT][NEUTRAL] OK, so the ID card can be located on our our online service center. So the email address that you, I mean the web address you entered, you need to put the word secured in front S E C U R E D. [PII] that takes you to our online service center.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII], yeah, you like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're on our website right now.
[CUSTOMER][POSITIVE] Secure.
[AGENT][NEUTRAL] Uh, with a D on the end.
[CUSTOMER][NEUTRAL] The secured [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Secured. [PII].
[CUSTOMER][NEUTRAL] OK, go go ahead. Don't check.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, let me get out of the cloud because probably it's an alarm me because I'm on the cloud on the on on my work. One second, let me get out of the cloud. I get one and one, or should I just give.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] 2 of the 150 because I've been doing it like that. I've been doing one on one and having them.
[CUSTOMER][NEUTRAL] Because that is optional.
[CUSTOMER][NEUTRAL] I have the I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] Yeah, no, I'm already titrating them up because they're loading.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Mm, OK, once I'm on the page, once I'm on, I'm still loading, once I'm on the page, what, what should I select?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Like, create a, create a profile or sign in.
[AGENT][NEUTRAL] OK, so you should see to the right a log in and a new user tab.
[CUSTOMER][NEUTRAL] Mhm, so I have to create a user account. Mhm. OK.
[AGENT][NEUTRAL] So, so if you're a new user you'll click the new user tab.
[AGENT][NEUTRAL] Yes, to start creating the account you'll describe which role best describes you there on that next screen.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then there are some security questions. I think it's about 5, I think your last name.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um, your social security number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, your zip code, the email address that you verified, which is what we have on file and your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] over.
[CUSTOMER][POSITIVE] Mhm. OK, perfect. I'm gonna try to get that from the website also because I might need to, I might need to use it now.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] OK, and I, I.
[AGENT][NEUTRAL] OK, I emailed you your identification card. I'm gonna have to request that your policy cert be uploaded into your file, so when you get into the in the site, you're not gonna see your policy, but you'll see your cert ID card there which I've already emailed to you.
[CUSTOMER][NEUTRAL] And just send you the.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see if I receive it one second before I hang up.
[CUSTOMER][NEUTRAL] No, not yet. I haven't yet.
[AGENT][NEUTRAL] Did you get the email?
[CUSTOMER][NEUTRAL] OK, it's from [PII], right?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. I did receive that, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect, perfect. Oh, let me ask you something. Um, it, it should be one also from, from, from my son. It's gonna be under my son's name or?
[AGENT][NEUTRAL] So when you look at the identific yeah it has your name on it and then it's going to show his name is not listed on there but the identification card will say employee and child.
[CUSTOMER][NEUTRAL] It's gonna be under my name?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, perfect, thank you [PII].
[AGENT][NEUTRAL] It has your name on there as the as the insured.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] OK. Any other questions?
[CUSTOMER][NEUTRAL] Uh, no, that will be all.
[AGENT][POSITIVE] OK, well thank you uh for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Same to you. Bye bye.
[AGENT][NEUTRAL] Uh bye bye.
[CUSTOMER][POSITIVE] Wow yeah.
[CUSTOMER][NEUTRAL] The 17 and [PII].