AccountId: 011433970860
ContactId: 7df82b5c-695c-4f72-9a36-cdc9d8d4c10e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426019 ms
Total Talk Time (AGENT): 182593 ms
Total Talk Time (CUSTOMER): 135800 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/7df82b5c-695c-4f72-9a36-cdc9d8d4c10e_20250124T22:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey I was uh trying to see if my benefits were still active.
[AGENT][POSITIVE] Oh, OK, I can check your benefits for you. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] It's uh 256-698.
[CUSTOMER][NEUTRAL] 9101 policy number um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that the medical ID number?
[AGENT][NEUTRAL] Um, depending on the card, so it should say in hospital or outpatient policy er number?
[CUSTOMER][NEUTRAL] Oh, policy certain number. OK, so it's 0257.
[CUSTOMER][NEUTRAL] 1191
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here and um Mr. [PII], I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] um.
[CUSTOMER][NEUTRAL] Uh, my address is [PII] and then I was.
[CUSTOMER][NEUTRAL] Uh, that's what I was trying to do is log in online. I can't remember what email I used when I, when I did my benefits. Is it, is it [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This one is [PII].
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] No, um, do you have a
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][POSITIVE] Yes. All right, and thank you so much for verifying your information. So yes, your policy is active, um, it's been effective, uh,
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since [PII].
[CUSTOMER][NEUTRAL] OK, so how do I, uh.
[AGENT][NEUTRAL] Sign up online.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, are you on the online service center site now?
[CUSTOMER][NEUTRAL] Yes ma'am, the APL, uh, last name and then.
[CUSTOMER][NEUTRAL] I'm on the uh the new I clicked the other APLs log in uh but I did new user and then so it said provide voling information for individual account. I put sparks and then I put the.
[AGENT][NEUTRAL] Oh, wait.
[AGENT][NEUTRAL] Hold on one moment. No, you're in the right place. Let me check and see if you have one created already.
[CUSTOMER][NEUTRAL] Which one do I need to do?
[CUSTOMER][NEUTRAL] Uh, I didn't create one. Well, because see, I moved and I just got all my packets in the mails while I was calling about this. Heck, I didn't even know.
[AGENT][NEUTRAL] OK, hold on one second, let me see.
[AGENT][NEUTRAL] Because I don't want it to give you an error.
[AGENT][NEUTRAL] OK, you don't have anything signed uh set up. OK, so I'm on the um sign up page with you. So you're gonna click on I'm a new user.
[AGENT][NEUTRAL] And then I'm an individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the user.
[AGENT][NEUTRAL] The last name in our system is [PII]. So go ahead and I will put [PII]. Is [PII] your last name or part of your middle name?
[CUSTOMER][NEUTRAL] Oh, that's why, that's part of my middle name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] But yeah it has [PII] [PII], that's my middle name, [PII]. [PII] is my whole name on my ID.
[AGENT][NEUTRAL] So should I take the call off and leave [PII] as the last name?
[CUSTOMER][NEUTRAL] Yes ma'am, it should be [PII].
[CUSTOMER][NEUTRAL] But I guess you can use the one for the middle line.
[AGENT][NEUTRAL] OK, because I do see a middle initial A. I can keep the call if you want.
[CUSTOMER][NEUTRAL] Call or
[CUSTOMER][NEUTRAL] Yeah, OK, that's my, that's [PII].
[CUSTOMER][NEUTRAL] Oh yeah, that well that it's not my last name though.
[AGENT][NEUTRAL] OK, let's take that off. Yeah, because if you get like claims checks and things, that'll be an issue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one second, because
[CUSTOMER][NEUTRAL] So it's gonna be, that's why I couldn't find me. That's, that's weird. It sparks.
[CUSTOMER][NEUTRAL] And then do I just put my social number in or the member ID?
[AGENT][NEUTRAL] Well, hold on one second because I'm gonna have to save it on our end so it doesn't give you an, it's linked with our system.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, so hold on one moment. I'm just gonna update this and put a note here and then, um, save it and it should, you should be OK on your end.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so now it's listed as only [PII] for the last name and then um you'll enter your full social, no um dashes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your zip code and email address.
[AGENT][NEUTRAL] The email address is the [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um your date of birth and it should let you go on to the username and password. Once we get there, you're, you're good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It said oops, there seems to be a problem.
[AGENT][NEUTRAL] OK. So it didn't give me an
[CUSTOMER][NEUTRAL] Oh, I put my, hold on, I put my, I put [PII] for some reason I put [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] There we go, OK, it says username passwords, yes ma'am.
[AGENT][NEUTRAL] You good? There we go.
[AGENT][NEUTRAL] Alrighty, well, Mr. [PII], was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, that should be all.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling [PII]. I hope you have a great weekend and a great rest of the day.
[CUSTOMER][NEUTRAL] Alright, you too. uh, so I can use my ID card on my phone instead of doing the.
[CUSTOMER][NEUTRAL] And look through all my benefits on on the online to through all these packets.
[AGENT][NEUTRAL] Right, so once you get into the online service center, everything starts populating, um, you'll see your ID cards, your policy certificate with all your coverage and everything, and that's also where you go to file a claim, um, or like if you do file a claim or you know, if a provider or someone files a claim and there's maybe missing information or something, you can go um to the online service center to upload as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, awesome. All right, well thank you.
[AGENT][POSITIVE] You're very welcome and thanks again for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.