AccountId: 011433970860
ContactId: 857b799c-a410-4d7d-a4fc-931cb495cc83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 603859 ms
Total Talk Time (AGENT): 229585 ms
Total Talk Time (CUSTOMER): 164484 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/857b799c-a410-4d7d-a4fc-931cb495cc83_20250328T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of my boyfriend [PII]. Um, we are trying to currently find out who his insurance is through, through his job, and I was wondering, would you be able to help assist with that?
[AGENT][NEUTRAL] Uh, yes, ma'am. I can look and see if he has a policy on file with us, um.
[AGENT][NEUTRAL] And his last, his first name is [PII], his last name is [PII].
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Yes, his first name is spelled [PII] then [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have a social security number and that will pull in any policies that he has with us?
[CUSTOMER][NEUTRAL] Oh no, I don't have his social. I have his birthday. Could we try his birthday?
[AGENT][NEUTRAL] Yes, what is his birthday?
[CUSTOMER][NEUTRAL] OK, great, it's [PII].
[AGENT][POSITIVE] OK, and can I please get your callback number just in case our call gets disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, of course, [PII].
[AGENT][POSITIVE] Thank you. And you spell his first name, [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. All right, let me look real quick and see if we can find him.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, is [PII] there for me to be able to talk about his policies with you, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, he's not here currently. He is at work. Is it possible that you could send him his insurance card like through his email or just like his policy information to his email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes ma'am. Uh, what is his, the email that we have on file for him or do you have a, can you give me his email address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's fine. Um, his email that you guys probably have on file is the um [PII]. Hold on, wait, I'm sorry let me go to our messages really quickly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm actually going to give you a website to go to, which would be better than the email because the email it's a very large document it's gonna take a long time for it to download but if he signs up for our online service center.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me give you that website. It's [PII] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], so secured. [PII], and that's a direct portal to his policies. So on that website he can see all of his policies, he can read them, he can get his cards, he can file claims if he needs to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Through that website.
[CUSTOMER][NEUTRAL] OK, cool. OK, got you, thank you. And I also was well I do have the email that may be on file with you guys. It should be the [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna send his health policy to him by email, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But it would be really beneficial for him to sign up for that online service center so that he can see every policy that he has with us.
[CUSTOMER][POSITIVE] OK, got you. I'll be sure to let him know so that way he can go ahead and do that as well.
[AGENT][NEUTRAL] Yes, um, let him know on that first screen he's gonna sign up he's gonna say he's a new user.
[AGENT][NEUTRAL] And then the 2nd screen he's gonna be an individual with an APL policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then he'll just figure out what he wants to use for his username and password and he should be able to get in.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK cool so new user and then individual.
[AGENT][NEUTRAL] And, and I'm gonna, uh.
[AGENT][NEUTRAL] With a.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, continue.
[AGENT][NEUTRAL] That's OK. I'm gonna put you on a quick hold while I send that email to him with his policy, so I'm gonna put you on a brief hold and I'll come back and let you know that it's sent, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Come on, don't do this.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I have that policy on its way to him now through his email.
[CUSTOMER][POSITIVE] OK, thank you so much. Do you guys have like customer surveys that I can complete for you?
[AGENT][NEUTRAL] We don't, um, you would have to anything that you would need to, um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Say I, I can give you an email that you can send comments to if you would like.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] OK, definitely, yes. What is that email?
[AGENT][NEUTRAL] It's uh [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And her last name is, let me look it up, DD, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got you. And what was your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you so much to. I'll be sure to get over um a statement to them because thank you so much for helping me. He's been stressing out so bad about his insurance.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yes, ma'am. Thank you, Mr. [PII]. I appreciate you doing that. That's, that's awesome. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, so have a great rest of your day. Thank you so much again.
[AGENT][POSITIVE] You're welcome. You have a wonderful day too. Well, actually have a great weekend.
[CUSTOMER][POSITIVE] Oh, thank you. Yeah, I forgot it is the weekend.
[AGENT][POSITIVE] You're welcome
[AGENT][NEUTRAL] Yeah, I know
[AGENT][NEUTRAL] Life happens and it just happens so quick sometimes.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] I'm telling you these days are flying by.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Well, you have a wonderful weekend and we appreciate you calling APL Mr. [PII].
[CUSTOMER][POSITIVE] OK, thank you so much to you as well bye bye.
[AGENT][NEUTRAL] Mm. Bye-bye, ma'am.