AccountId: 011433970860
ContactId: 7c8dd4af-b4b8-4ab2-b6ff-88b3e766efe7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 739229 ms
Total Talk Time (AGENT): 342730 ms
Total Talk Time (CUSTOMER): 381679 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7c8dd4af-b4b8-4ab2-b6ff-88b3e766efe7_20250604T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. This is [PII]. Um, I've been a, um, holder of this insurance for quite a few years and I just recently lost my card and I was calling to see how I can get a replacement card.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so you need to get a new ID card. Is that correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You're needing a new ID card, is that correct? Yes ma'am, I can help you, and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And do you know your policy number? If not, I can try and look it up by your social.
[CUSTOMER][NEGATIVE] I know because I lost my card. I don't know it. I, I, and I don't, um, I don't think it's on my bank account. I have it automatically drawn every month and I don't, it just says American public, so I don't know the number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So what is your full social security number so that I can look up your information?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] All right, thank you very much. Give me just a moment please to locate your information.
[CUSTOMER][NEUTRAL] to provide women in medical.
[CUSTOMER][NEUTRAL] abortion care even when the health and lives at risk. The statement, the [PII] administration wrote that the guidance did not reflect the policy of decision.
[CUSTOMER][NEUTRAL] Pro
[CUSTOMER][NEUTRAL] in states with bans cannot be overstated. One expert telling the New York Times, quote, it basically gives a bright green light to hospitals and red.
[AGENT][NEUTRAL] OK, so Ms. [PII], I believe I've located your information. I will need to verify several things with you first for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] Um, OK, I, I hope it's been changed, uh, it's [PII].
[AGENT][NEUTRAL] OK, so that is not what we have on file for you. What is another address that we could have?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, let me see if my address that I moved here from is [PII].
[AGENT][NEUTRAL] No, this is a completely different state, Mr.
[CUSTOMER][NEUTRAL] OK, my daughter, my daughter may have, I've been in the hospital, so let me get my daughter's, it's, uh, hers is uh [PII]:25. Let me see here, she's in [PII]ryland, um.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 11:25.
[CUSTOMER][NEUTRAL] [PII]e Drive, Salisbury, Maryland.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you want, well, let's finish verifying your information and we'll come back to the address. So the phone number that we have on file is also different than the one you gave Miss Miss Troop. What is another phone number that we could have or have had?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, it might be my daughter's number 601.
[AGENT][NEUTRAL] This is 601. OK.
[CUSTOMER][NEUTRAL] 421.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8818
[AGENT][NEUTRAL] OK, thank you. And then the email, your email address?
[CUSTOMER][NEUTRAL] My email address would not be listed with you. Uh, her email address is mroop T R O U P E Smith@yahoo.com.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Now are you wanting to leave because all of her information is what is on file for you, are you wanting to leave it that way?
[CUSTOMER][NEUTRAL] Yeah, if you could leave, can you leave that, but I have the cards and I need that when I go to the, to see my doctors, my cancer doctor.
[AGENT][NEUTRAL] OK, now
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] Now, on your, you do have two policies. On your cancer policy though, we no longer have ID cards for those.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I can give you the policy number, the policy number.
[CUSTOMER][NEUTRAL] OK, so what.
[CUSTOMER][NEUTRAL] Alright, let me get a pen, just a second.
[AGENT][NEUTRAL] Sure. Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, I mean Trump's like you know.
[CUSTOMER][NEUTRAL] OK, the policy number is?
[AGENT][NEUTRAL] Yes, ma'am. For your cancer policy, it is 674.
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] 674.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 5.
[AGENT][NEUTRAL] 561.
[CUSTOMER][NEUTRAL] 561.
[AGENT][NEUTRAL] Yes, ma'am. And then if you would like, I can give you your dental policy number also.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Yes I would.
[AGENT][NEUTRAL] OK, so it's very, it's almost the exact same except at the very end, instead of a 1, you're gonna put a 2.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So it's 674-562. Yes, ma'am.
[CUSTOMER][NEUTRAL] And put it to.
[CUSTOMER][NEUTRAL] 2. OK. OK. All right. Now, when I go to uh the dentist or um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go back to see for whatever it is for cancer. Do I just give them the numbers and, and the name of the company?
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Correct. And our, and that 18 and our 1-800.
[AGENT][NEUTRAL] 256-860-6. And yes, ma'am, they can call us to verify.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] OK, 256806.
[AGENT][NEUTRAL] No, 8606.
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] OK. All right. That's what I needed to know because I, I.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] Lost those cards, so I didn't know what to do.
[AGENT][NEUTRAL] And Ms. Troop, also, now, you are the policyholder and but your daughter's information is everything that's on, you know, on file, except, you know, obviously, for your date of birth and your Social Security number. But we do have a portal now that you can also set up a profile in to have access to your information online.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Now I can email the user guide with the instructions on how to set that up if you want me to to the email that's on file.
[AGENT][NEUTRAL] And then if you
[AGENT][NEUTRAL] So desire your, you know.
[AGENT][NEUTRAL] And allow your daughter to set that up. Of course, that would be entirely up to you if you would like to just be able to access your information online as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, please, can you give that to me?
[AGENT][NEUTRAL] Yes, I'm gonna, I can email, well, I'm going to email the user guide to that email that you verified with me.
[CUSTOMER][NEUTRAL] And I can write it down.
[CUSTOMER][NEUTRAL] OK, let me give you.
[CUSTOMER][NEUTRAL] OK, let me, OK, well, can you send it to my email?
[AGENT][NEUTRAL] OK, so do you want me to update the information how much of the information I'll need to update it in the system to whatever email address it's gonna use to set up the profile for security purposes, certain pieces of information.
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] OK, that would be, that would be my email.
[AGENT][NEUTRAL] After much. OK, well then let me go back so that we can, I'm gonna remove your daughter's.
[AGENT][POSITIVE] And we're going to add yours now.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] reality we are all living in.
[CUSTOMER][NEUTRAL] Our mission to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Times one of the.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is it one up the power of li one up to the high positive get a limited time offer on bonus packs with 15% more loans free.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Isn't always obvious.
[CUSTOMER][NEUTRAL] Eczema isn't always red.
[CUSTOMER][NEUTRAL] Now, eczema isn't always going to stop you with.
[AGENT][NEUTRAL] OK, so what would you like for me to update the email to, Ms. Trope?
[CUSTOMER][NEUTRAL] Emma is a one.
[CUSTOMER][NEUTRAL] It's [PII]Paul, E.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 13.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]loud.com.
[AGENT][NEUTRAL] OK, so [PII]Troop 13 at iCloud.com.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. So do you still want to leave your daughter's information?
[AGENT][NEUTRAL] As far as the address on file?
[CUSTOMER][NEUTRAL] Yeah, I'll just leave that yeah, yeah, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so when you when you're setting up your profile, [PII]s Troops, since I'm going to email this information to your email.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Make sure that when you are setting it up, it's going to ask for the phone number and that's going to be your daughter's phone number.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Um, so let's see, so some of the, you know, it's gonna just need to match what we have on file. So now we have your email on file, but your daughter's phone number is still what is on file unless you want me to add your cell number on there.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, just keep that on hers because when I was sick and everything, I think she changed it and if that happens again then uh she can check everything for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, just one second.
[CUSTOMER][NEUTRAL] I'm like.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] not
[CUSTOMER][NEUTRAL] Put that light, that switch on, please.
[AGENT][NEUTRAL] OK, so this trip I have sent that email to you just now, and the email that you should receive will come from care team.
[AGENT][NEUTRAL] At [PII]ublic.com.
[CUSTOMER][NEUTRAL] It will come, let me see.
[AGENT][NEUTRAL] And I did
[CUSTOMER][NEUTRAL] I don't have it yet.
[AGENT][NEUTRAL] OK, so give it just a minute. If you haven't received it in your inbox.
[AGENT][NEUTRAL] In just a couple of minutes, you may wanna check your junk or spam folder or you might just need to refresh a.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Your email?
[CUSTOMER][NEUTRAL] that are actually
[CUSTOMER][NEUTRAL] This is from my prosecutor warned of potential charges against women who miscarry in [PII]t. So women in [PII] Virginia who miscarry now be charged with crimes related disposal of the bodies like, OK, I've got it Raleigh.
[AGENT][POSITIVE] You received it? OK, good. So that will give you the instructions on there's an attachment and it will give you the instructions on how to set up that profile, but if you have any um issues or need any help you can call us back and we'll be happy to assist you with that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Well thank you so much I appreciate it.
[AGENT][POSITIVE] Well, you're certainly very welcome. And is there anything else, Ms. Trace, that I can help you with today?
[CUSTOMER][POSITIVE] I think that's it. Thank you so much.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you for calling APL. I hope you have a nice evening and I hope you're feeling better.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you, bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I think in 2016 and said women should be.