AccountId: 011433970860
ContactId: 532f6ff8-0f6d-469e-8b4c-a4637c24a3bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332040 ms
Total Talk Time (AGENT): 129408 ms
Total Talk Time (CUSTOMER): 127685 ms
Interruptions: 4
Overall Sentiment: AGENT=2.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/532f6ff8-0f6d-469e-8b4c-a4637c24a3bc_20250207T20:46_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], um, my name is [PII]. I'm with BMG Money. I'm trying to get the information for my.
[CUSTOMER][NEUTRAL] A member number or ID so when I go to the uh doctor, I can use uh the benefits.
[AGENT][NEUTRAL] Well, it would be my pleasure to assist you with that policy information, [PII]. I can look it up by your social. Would that be OK?
[CUSTOMER][NEUTRAL] Anything else you can ask?
[AGENT][NEUTRAL] What's your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] First name, [PII].
[CUSTOMER][NEUTRAL] Correct first name [PII].
[AGENT][NEUTRAL] I believe I found your policy. Do you mind verifying your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] Certainly [PII].
[AGENT][NEUTRAL] All right, thank you. Can you verify your current mailing address and phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what about your email and phone number?
[CUSTOMER][NEUTRAL] what do you have on file?
[AGENT][NEUTRAL] I have an iCloud email.
[CUSTOMER][NEUTRAL] Alter it to one another one.
[AGENT][NEUTRAL] OK, and then what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, the one and then in [PII] on your end.
[AGENT][NEUTRAL] OK, perfect. OK, I do have your policy pulled up. I can email you a copy of your card if you would like. I can also give you that policy number.
[CUSTOMER][POSITIVE] Perfect, yes.
[CUSTOMER][NEUTRAL] Yes, what is the number?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Number is 253.
[CUSTOMER][NEUTRAL] Uh, this message is intended for allowance for Junior. This is 8699.
[AGENT][NEUTRAL] 8808.
[AGENT][NEUTRAL] Now on your card it's gonna have an ending of an ML 7 or 8 that's not required, just the policy number.
[CUSTOMER][NEUTRAL] Just.
[AGENT][NEUTRAL] And I'm fixing to email this. Would you like for me to email that to your iCloud email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you would please.
[AGENT][POSITIVE] Sure, I'm doing that right now for you.
[AGENT][NEUTRAL] So you should be getting this email. It will have your card attached in in the email.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And I'm just
[AGENT][POSITIVE] Getting that together for you.
[CUSTOMER][NEUTRAL] It also the um what do you call it? I was trying to log in my user name and I don't know about the password, but can you help me with the user name?
[AGENT][POSITIVE] I sure can. I can do that also. Give me just a second.
[AGENT][NEUTRAL] Let me get this email off for you so you have that in hand.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, that email is on the way. Now let me check on your.
[AGENT][NEUTRAL] Account online.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Your email is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm just gonna say I forgot my password.
[AGENT][POSITIVE] Yeah, easy to reset.
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] Now, when you get in that portal, you can click on the policy number and view your policy benefits. I'm not sure if you're aware of that.
[CUSTOMER][NEUTRAL] And let me see if I can get something in.
[CUSTOMER][NEUTRAL] Verification code.
[CUSTOMER][POSITIVE] Oh cool.
[CUSTOMER][NEUTRAL] 1. I was like oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got it. I think I was able to reset it.
[AGENT][NEUTRAL] And did you receive your email? You wanna check that too just to make sure you can open the attachment?
[CUSTOMER][NEUTRAL] OK, give me one second.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Your
[CUSTOMER][POSITIVE] I got it, yes ma'am, got it.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Wonderful. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh, no, no, that would be all, miss. Thank you so much for your assistance and I guess I'll look into the benefits and everything else over there.
[AGENT][POSITIVE] All right. Well, if you have any questions or concerns, Mr. [PII], don't hesitate to give us a call. We're here to help you any way we can, OK?
[CUSTOMER][NEUTRAL] I tried to get you.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.