AccountId: 011433970860
ContactId: 75f92d9f-7e1a-4158-9030-a42a48f0f28f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 784119 ms
Total Talk Time (AGENT): 402064 ms
Total Talk Time (CUSTOMER): 277042 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/75f92d9f-7e1a-4158-9030-a42a48f0f28f_20250117T20:23_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] Uh, yes, hi, um, we're trying to get a uh hard copy of my husband's, um, uh, insurance card.
[AGENT][NEUTRAL] Well, I can help you with that. Do you have his policy number available?
[CUSTOMER][NEUTRAL] Uh, uh, I don't. He's actually sitting right here with me. I'm sorry, um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't have it either though. Can we do it with, yeah, we do it with the social.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely. What is that number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Thank you, sir. And your name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And can you verify your current mailing address?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do you guarantee your
[AGENT][NEUTRAL] Is that in [PII]?
[CUSTOMER][NEUTRAL] Oh yeah, [PII]. He doesn't ever remember.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's fine. Thank you. Now, is that home address, is it [PII] or is it [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] OK, let me uh correct that.
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So I am going to correct this to [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, let me get that taken care of real quick and we'll.
[CUSTOMER][NEUTRAL] delivery.
[AGENT][POSITIVE] Get this taken care of for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I've got that updated to [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] But you know.
[AGENT][NEUTRAL] There's two options. What is a good callback number first of all, in case we get disconnected I can get right back to you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And we do have a Gmail on file for you, Mr. [PII], can you verify that?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, it's [PII] or of [PII] yeah.
[AGENT][POSITIVE] Yeah, got you.
[AGENT][NEUTRAL] Now what I can do is I can email you a copy of your card.
[AGENT][NEUTRAL] I can also request that they mail you a copy to your updated and correct home address of [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So we do. And she said that was an, yeah, yeah, yeah, yeah, yeah, actually we would like to get a cop email at least a copy because we've got um just we need to submit to um a provider because we didn't have the information.
[AGENT][NEUTRAL] Yeah, now I see your policy has been active since [PII].
[AGENT][NEUTRAL] So you can go back and file claims if you haven't, if you didn't submit the information to your providers or if you have paid for covered benefits you can submit a claim for reimbursement.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, really? Nice.
[CUSTOMER][NEGATIVE] Wonderful. uh, yeah, could you send also I'm, I was trying to create an account for him online and I'm having a challenge just just kept saying that he wasn't in the system. Why you got the wrong address. No, it did not.
[AGENT][NEUTRAL] Yeah. Let's see. Can you put in the email address [PII]?
[CUSTOMER][NEUTRAL] Well, um, I'm trying to create it says new new new user or new log in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it, it and then it asks for um
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, let's see, um, sorry, um.
[CUSTOMER][NEUTRAL] Uh, what's it ask for?
[AGENT][NEUTRAL] I'm gonna
[AGENT][NEUTRAL] Let's see if he, maybe he has an account already. Let me, let me pull that up and check it. Let's see what's going on with that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful. Thank you.
[AGENT][NEUTRAL] Alright, so when you went into new user, did you choose that he's an individual with an APL policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then you put in his social.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And his date of birth.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm, I'm gonna help you with that. Hang on just a second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Let's see what I can do. You're welcome.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's fine.
[AGENT][NEUTRAL] We're gonna just check everything here, get your account set up.
[AGENT][NEUTRAL] What I'm gonna do is I'm going to see if I can create it and then we'll find out what's going on.
[CUSTOMER][POSITIVE] OK, that'd be wonderful.
[AGENT][NEUTRAL] I'm not gonna create it all the way just um because so this I'm gonna go in as a new user I'm an individual.
[AGENT][NEUTRAL] I'm gonna put the last name is [PII]
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then social and.
[AGENT][NEUTRAL] That is what you gave me, the [PII].
[CUSTOMER][POSITIVE] Oh, correct.
[AGENT][NEUTRAL] OK. And then the zip code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Very
[AGENT][NEUTRAL] And then the email address.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] For a
[AGENT][NEUTRAL] And then it asks for his date of birth, which I'm putting I have on file.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so it allows me to go to the page to create an account.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] You know what?
[CUSTOMER][NEUTRAL] I think I saw what my problem was.
[AGENT][NEUTRAL] Those pop up, don't they? Yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] Yeah, except that now it's still just saying it's giving me the same message for some reason. No user with information, so, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what I can do is I can if you wanna give me a username that because the username won't change, I can put in a username and then a temporary password and you can he can um update the password.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] You want to do that?
[CUSTOMER][NEUTRAL] Yeah, uh, what do you want to use your username?
[CUSTOMER][NEGATIVE] He's dumbfounded.
[AGENT][NEUTRAL] That's, I'm telling you, creating accounts for me is hard too. I'm like, what all you, what can I remember? What can
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] You want to do [PII] or?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, that's right. [PII].
[AGENT][NEUTRAL] OK, I'm putting in the letter [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me write down this temporary password.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So I don't forget what to tell you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Putting the email confirm the email.
[AGENT][NEUTRAL] And then the phone number was [PII].
[CUSTOMER][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] Oh, no, no, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, no, it's, it's [PII] is the, is the area code.
[AGENT][NEUTRAL] Yeah, and then [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Can y'all receive text messaging on that phone?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK, I saw the [PII]. I just didn't say it, uh.
[CUSTOMER][POSITIVE] Oh, OK, no worries.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] I was looking
[CUSTOMER][NEUTRAL] I'm like, wait, I just know, you know, everything's wrong, so let's make sure the phone numbers right.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, my passports don't match. Let me retype them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK submitting.
[AGENT][POSITIVE] And it is taking its sweet time. I wonder if there's an internet issue today, um, site issue. It normally doesn't take this long, but let me, it says it's submitting, so and the account has been successfully created.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you want to go back, go out and then go back in and this time you're just gonna log in not as new user.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And use his username of [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh no, was that a lower case [PII] or [PII]? Or doesn't matter?
[AGENT][NEUTRAL] I put a capital but I don't think it's gonna matter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't think it matters on user names um.
[AGENT][NEUTRAL] Yeah, and then the temporary password is today is with a [PII] [PII] and then [PII].
[CUSTOMER][NEUTRAL] OK, hold on one
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Did it go through?
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Is it there?
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And so just remember to reset the password.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] Yes, I will do that here right now once we hang up.
[AGENT][NEUTRAL] And you see the card that's listed there you can print a copy of the card and to view the policy benefits you click on the policy number.
[AGENT][NEUTRAL] And the policy document will download.
[AGENT][NEUTRAL] And look and see what's covered on his policy because there's no claims on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And if, if there has, if he has seen anyone for the coverage services, we need to get those benefits to you.
[CUSTOMER][POSITIVE] No doubt, absolutely. OK, wonderful. Now that we've got an online account and got that all figured out.
[AGENT][NEUTRAL] Yeah, and I've already emailed that copy of the card to you as well and requested that they mail a copy.
[CUSTOMER][POSITIVE] Wonderful. Thank you very much.
[AGENT][NEUTRAL] So he's gonna have lots of he can have a copy of a card in every car and wallet.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Wonderful. Thank you so much for your help.
[AGENT][POSITIVE] It's been such a pleasure to assist both of y'all today. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Uh, no, we just, now we'll have to get, have to go back through the doctors and stuff that he's done over the last year. Does it also cover um in um medical like, um, medications? I can't remember.
[AGENT][NEUTRAL] It doesn't cover prescriptions and it does not cover office visits. It covers inpatient hospitalization, um, outpatient surgery.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Emergency room, those type of services, and the doctor's office is not covered.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But just once you download that policy, there's a page called a schedule of benefits page in the policy on our copy it's like around page 18 and it'll give you all the covered services in one page.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right. OK, perfect.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Yeah, uh, all good. Excellent. Well, thank you so much for your help. Thank you.
[AGENT][POSITIVE] It's been such a pleasure to assist y'all. Y'all have a lovely evening. Take care.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Bye-bye.