AccountId: 011433970860
ContactId: 6d4ce4fa-f670-4c9c-9c2a-0fb2a2752e11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420709 ms
Total Talk Time (AGENT): 144551 ms
Total Talk Time (CUSTOMER): 157576 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/6d4ce4fa-f670-4c9c-9c2a-0fb2a2752e11_20250618T21:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I need your help. Um, uh, yes, I am trying to see if I can get a replacement, uh,
[AGENT][POSITIVE] Hey, how can I help you?
[CUSTOMER][NEUTRAL] A card
[CUSTOMER][NEUTRAL] Or uh, is I, I mean, I'm trying to and to go um into your website and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, log in, but I, I can't looks, looks like it says that I cannot be found, so maybe you can help me out.
[AGENT][NEUTRAL] OK, I can help you with that. Um, who am I speaking with?
[CUSTOMER][NEUTRAL] My name is uh [PII].
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] The policy number is 02317340.
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] Should be [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It looks like we don't have an email address on file for you, um, which could be the problem, um, what email address would you like us to have?
[CUSTOMER][NEUTRAL] Um, I'm gonna spell that out for you. It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I have [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK. Um, so now let's go in and are you by a computer?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, go to secured. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you'll click click create OSC account.
[CUSTOMER][NEUTRAL] I'm there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm there.
[AGENT][NEUTRAL] And then you will click on insured.
[AGENT][NEUTRAL] And then only fill out the information that's required. So last name, date of birth, and then that email that we just put on file for you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then it should ask you to verify your email and then once you verify your email you'll be able to uh create a password.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] You still giving me an error.
[CUSTOMER][NEUTRAL] Let me refresh this patient. I don't know, it might be the reason why.
[CUSTOMER][NEUTRAL] Is my last name uh gonna be just [PII], right? Not, not [PII]?
[AGENT][NEUTRAL] It is a [PII] and then um you'll put a space and then [PII], yes.
[CUSTOMER][NEUTRAL] OK, uh, not that.
[CUSTOMER][NEUTRAL] There we go.
[AGENT][NEUTRAL] Did it work?
[CUSTOMER][POSITIVE] It works.
[CUSTOMER][NEUTRAL] So I'm sending the verification.
[CUSTOMER][NEUTRAL] Uh, enter, so is, do you have an app?
[AGENT][NEUTRAL] No, we don't have an app yet. You will be able to access this on your mobile device, but you'll have to go through a browser.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Gotcha. Gotcha.
[CUSTOMER][NEUTRAL] All right, I was just asking because just.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, verification. I need to verify.
[AGENT][NEUTRAL] And then it will ask you to verify your email every time you log in.
[CUSTOMER][NEUTRAL] 607.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][NEUTRAL] Code.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] No, um, but I can find my.
[CUSTOMER][NEUTRAL] I like, do you have a vir virtual ID here?
[AGENT][NEUTRAL] So what you'll be able to do.
[AGENT][NEUTRAL] You should be able to uh submit claims and check claim status. Um, if you have any premiums that you have to pay yourself, you can pay them through there, um.
[AGENT][NEUTRAL] What did you say, what did you ask if you needed?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like a, like a uh uh a uh a card.
[CUSTOMER][NEUTRAL] Uh, the ID instead of the paper one that I have.
[AGENT][NEUTRAL] The ID card?
[AGENT][NEUTRAL] Um, we only have paper ones right now, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We, we don't, we don't issue the, the plastic cards anymore. You can access that card though on your, your phone if you would like, you can always screenshot it as well, um, but you will go to um my policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then there should be, I believe it's a blue, um, a blue rectangle that says uh.
[AGENT][NEUTRAL] View my policy documents or my policy details, and from there you should be able to view your uh policy ID card.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK and verify code.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] All right, I am in.
[CUSTOMER][POSITIVE] OK, perfect. All right, well, that's, that's all I needed.
[CUSTOMER][NEUTRAL] Well.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL and I hope you have a great day, OK?
[CUSTOMER][POSITIVE] Thank you so much. You have a good one too.
[AGENT][NEUTRAL] Alright bye.