AccountId: 011433970860
ContactId: 76261232-b7a8-4bbc-b8ad-7f9b42c9c0f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463899 ms
Total Talk Time (AGENT): 229408 ms
Total Talk Time (CUSTOMER): 132720 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/76261232-b7a8-4bbc-b8ad-7f9b42c9c0f2_20250606T13:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning Ms. [PII]. This is [PII].
[CUSTOMER][NEUTRAL] I am calling.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Because I never received my insurance card so I can get to the dentist. And I was wondering.
[AGENT][NEUTRAL] OK, Mr. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was wondering if you guys could just send it to my email.
[CUSTOMER][POSITIVE] That'll be quicker for me where I can go ahead and get in for me and my wife.
[AGENT][NEUTRAL] Yes, sir. I can help you with that, Mr. [PII] in getting an ID card. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your social security number so that I can look up your information?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. Give me a couple of moments please to locate your information and once I do, I will have to verify several pieces of information with you for security. So just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. The phone number that we have on file for you.
[AGENT][NEUTRAL] You said it was [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] 650,660.
[CUSTOMER][NEUTRAL] 650.
[AGENT][NEUTRAL] [PII]. OK. Thank you. And then the last thing to verify is your email address, please.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] I use two of them, so let me see if we got [PII] or we should have.
[AGENT][NEUTRAL] No, that's not the one.
[CUSTOMER][NEUTRAL] Or we got [PII].
[AGENT][NEUTRAL] No, so I don't know if maybe this is your wife's email, but it's not either one of those.
[CUSTOMER][NEUTRAL] 00, OK. It's the one me and my wife, [PII].
[AGENT][NEUTRAL] Yes. OK, that's the one. OK, so, all right. So, yes, sir, I can email you your ID cards, but I'm also going to include a user guide for you for our online service center portal because that, once you set up your profile in our portal, you will have access to your policy information and also.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Your ID cards are located there as well, Mr. [PII]. So give me, I mean, Mr. [PII], so give me just a moment, um, and I'm gonna send you that email, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and a quick question, is there like a app we can, is it an app we can download on our phone?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, sir. It's not an app. It's just you would, you have to go to the website.
[AGENT][NEUTRAL] That's listed on the user guide to set that up but the user guide is gonna give you that website that you go to and we'll explain you know the steps for setting it up so just give me a moment to get that pulled up for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your ID card, so just one second.
[CUSTOMER][NEUTRAL] Cause it, if I'm not mistaken, it should be me and my wife on the plane together.
[AGENT][POSITIVE] And I'll be happy to look at that one for you in just a second also.
[AGENT][NEUTRAL] To verify.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So it's a portal that we gotta set up.
[CUSTOMER][NEUTRAL] So I'm gonna let you set that portal for our insurance policy.
[AGENT][NEUTRAL] OK, so the email that I'm about to send to you, um, Mr. [PII] will come from [PII] oh excuse me, [PII].
[AGENT][NEUTRAL] I did put APL in your subject line so that that's easy to recognize. Now I don't think that it will go to your junk or spam folder, but in the event that you have not seen that within just a few minutes, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Check one of those two folders, junk or spam to see if maybe it did go there. And so when you set up the profile make sure for security purposes, you will have to use that email that last one that we verified that you said you share with your wife.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you should have that. Is there a way that you can check to just verify that you did receive my email?
[CUSTOMER][NEUTRAL] That'll work
[CUSTOMER][NEUTRAL] And I'm going in right now.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] There it is [PII] [PII] online center.
[AGENT][NEUTRAL] That's it. That's it.
[CUSTOMER][NEGATIVE] I I guess this, I see some, I see like two PDFs but it's like suspicious attachment.
[AGENT][NEUTRAL] Yes, sir. So one is your ID cards and then one that should say using the OSC for insured.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, to keep your information safety download, the attachment has been uh if you trust this message and want to download anyway, mark this email as look safe in the email security then.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Everything we said is really secure. So, I mean, it's gonna prompt you to verify that you don't think we're spam, spammers.
[CUSTOMER][NEUTRAL] Uh, I'm trying to see how I can, OK, looks safe.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And there it is.
[CUSTOMER][NEUTRAL] Through just the uh employee and spouse, got it.
[AGENT][POSITIVE] Yes, sir, and that is correct. Uh-huh.
[AGENT][NEUTRAL] And it's only gonna show your name since you're the primary insured. So when you, you know, present the card, they will typically call us to verify a member's eligibility.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, cause I got her on her with me.
[AGENT][POSITIVE] Yes, sir. You certainly do. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][POSITIVE] All right. Well, you're very welcome, Mr. [PII]. So is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] OK, well, thank you so much then for calling APL. I hope you have a wonderful day and a great weekend.
[CUSTOMER][NEUTRAL] Alright same to you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.