AccountId: 011433970860
ContactId: 74a71aef-4ac9-41a2-9a33-13609f192c87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 742909 ms
Total Talk Time (AGENT): 346912 ms
Total Talk Time (CUSTOMER): 248695 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/74a71aef-4ac9-41a2-9a33-13609f192c87_20250124T15:51_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I have um APL and then I went under new insurance with a, a new job and I kept the AP&L, but I was never, um, I, I, it's through them though somebody different, but I never got a new card, so I just wanted to double check that you all still have us in the system or where our new card is.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so you're wanting to verify that your policy is still active with APL and also find out about getting an ID card if so?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I have my old one and it doesn't, yeah, go on.
[AGENT][NEUTRAL] Yes, ma'am. I
[AGENT][NEUTRAL] OK, well, I can help you with this, and who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Thank you, Miss, what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] Is 17,220.
[AGENT][NEUTRAL] That's your group number, so there should be another number also on the front of your card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it, would it be the cert number on the bottom like the in hospital benefits cert number and then there's an outpatient benefits cert number.
[AGENT][NEUTRAL] Yes. Uh-huh.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Right, and this group, if you look and notice on the two numbers, they're the same thing, they're identical prior to the letters email and then so that's actually your policy number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so that's 124 1932ML and then I have 7 and 8.
[AGENT][NEUTRAL] OK, thank you. One moment. All right, so just a moment please and let me get this information pulled up.
[CUSTOMER][NEUTRAL] Those are the two.
[AGENT][NEUTRAL] OK, Ms. So I will need to verify several things with you first for security. So first off, if you could please verify, oops, I'm sorry, give me just one second. I backed completely out of where I needed to be. Sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so, um, first of all, I will need to verify several things with you for security. So if you could verify the primary insured's name and date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, his is, it's [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then my date of birth is uh [PII].
[AGENT][NEUTRAL] Thank you. Your home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you and a phone number for Mr. [PII].
[CUSTOMER][NEUTRAL] Mr. Group [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, what is another number that we could possibly have that is not what we show on file for him.
[CUSTOMER][NEUTRAL] Uh, maybe his work number, so [PII].
[AGENT][NEUTRAL] OK, let's do this. Uh, could you verify his social?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So this policy, Ms. Great, this number that you gave me, it's no longer active. This one actually um back in [PII] as of [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, there was another policy that was active from [PII], but you all do not currently have another active policy with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So is would there be an active policy through my name because I did it through my work, so we decided to go on my, yeah.
[AGENT][NEUTRAL] OK, so on this policy.
[AGENT][NEUTRAL] OK. So this policy that you all, that you gave me, this was under him. It was a family policy in which you were all covered. So give me just a second to finish what I need to do on this one and then
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can check your information. So just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and then what is your social so I can see if I can locate anything under your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You and
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let's see. And so I have located a policy, and again, just verify the address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and then your email address and this does appear to probably be the a work, well, yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it's my work one. It's [PII].
[AGENT][NEUTRAL] OK. So that's not what it is. Um,
[CUSTOMER][NEUTRAL] Oh, that's not the email address you have?
[AGENT][NEUTRAL] Mm mm, no. What is another one that we can have?
[CUSTOMER][NEUTRAL] So do you have the
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEGATIVE] Mm no.
[CUSTOMER][NEUTRAL] OK. Would it be [PII]?
[AGENT][NEUTRAL] Yes, that is the one that we have on file. And is that the one you would like to leave on file?
[CUSTOMER][NEUTRAL] OK, oh good, I said.
[CUSTOMER][NEUTRAL] Yes, I got a new email address but I haven't, yeah, fully.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK. So, yes, ma'am. Now, you and Mr. [PII] are covered under this policy that I've located. It's just for the two of you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that policy number, if you want to jot this down, is 257.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] 1931.
[CUSTOMER][NEUTRAL] So 2
[CUSTOMER][NEUTRAL] OK. 2571931. Mhm. OK.
[AGENT][NEUTRAL] And it went in.
[AGENT][NEUTRAL] Uh-huh. And it went into effect [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, I can request.
[AGENT][NEUTRAL] ID cards be mailed to you. I'm also going to email you a user guide, Ms. [PII], for our online service center portal, and it will give you instructions on setting up your profile. Once you do that, that's gonna give you access to your policy information and also your ID cards with APL so you can go ahead and, you know, print those out and have access to those while you're waiting on the other ones to come in the mail.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So give me just one moment.
[CUSTOMER][POSITIVE] Sure, perfect.
[AGENT][NEUTRAL] OK, so I have just sent that to you and that will come from care team at [PII].
[AGENT][POSITIVE] I did put APO online service center in your subject line for you so that you can easily recognize that and give me one moment to order your cards.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me check to see when we may have mailed those other ones.
[AGENT][NEUTRAL] So it shows that we did mail cards.
[AGENT][NEUTRAL] On [PII] to that address that you verified with me. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Alright, so let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I don't think we've received them because I have not.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] See if they're in with the bills just to save you.
[CUSTOMER][NEUTRAL] Because my husband did not give them to me.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Second, let me just double check.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] It'd be great if we had them.
[CUSTOMER][NEUTRAL] At ATL, uh.
[CUSTOMER][NEUTRAL] Oh, here's the
[CUSTOMER][NEGATIVE] It doesn't feel like there's cards in it.
[AGENT][NEUTRAL] It should be, they should be attached to the bottom.
[AGENT][NEUTRAL] Of just a standard 8.5 by 11.
[AGENT][NEUTRAL] Documents
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Because they're perforated where you can tear them off. There should be two cards at the bottom of the page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] I, I'm still looking one second. You were in that one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right, that might be it.
[AGENT][NEUTRAL] Mhm. Well, that's OK. You're gonna get some more cause I have already um submitted that request, so that's fine.
[CUSTOMER][NEUTRAL] He has been away. No.
[CUSTOMER][NEUTRAL] Uh, you have, I have them. They're here. Oh my gosh. I have been wondering where these were.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Well, you'll have an extra set, so, so no worries, and then you'll also have access to them in your portal and that user guide to Ms. [PII] explains the different uses and the different things that you can do with the portal. You can upload claims. If you should have to file your own, you can see any claims that we've received within the last 24 months period of time on your policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, for either one of you, so if you need any help when you go to set that up, you can call us back and we'll be happy to assist you with that.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Thank you so much. You're so helpful.
[AGENT][POSITIVE] Well, you're so welcome and it was my pleasure. So, can I help you with anything else this morning?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No, that is it. We are good.
[AGENT][POSITIVE] OK, well then thank you very much for calling APL. I hope you have a wonderful Friday and a great weekend as well.
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. Thank you too.
[CUSTOMER][NEUTRAL] Oh wait, I have one question.
[AGENT][NEUTRAL] Yeah. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so for the group number you gave me oh wait 257 never mind nope that's right. OK, I was just making sure they were the same and.
[AGENT][NEUTRAL] Cause your group number, yeah, now, your group number will be different because yours is under First Presbyterian.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Right, OK, perfect.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK. Well, you are welcome and again, thank you for calling. You too.
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Uh, bye-bye.