AccountId: 011433970860
ContactId: 8952ee79-6492-41fe-84cd-f1577d3f2c0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359820 ms
Total Talk Time (AGENT): 155129 ms
Total Talk Time (CUSTOMER): 170587 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/8952ee79-6492-41fe-84cd-f1577d3f2c0a_20250409T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi [PII], good afternoon. Um, I have APL through my employer as of [PII], um, but I haven't received the ID card and I tried to log into your website and the system didn't allow me to.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, let's take a look here.
[AGENT][NEUTRAL] So you don't have like your policy number or anything like that, is that correct?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, yeah, I was trying to do with my social.
[AGENT][NEUTRAL] OK, we can try by your social. Let's take a look. What's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 24/7.
[AGENT][NEUTRAL] OK. Let me take a look here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then what is your first and last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] and then do you have a good call back number just in case if we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you so much. So, I think I, I located your policy here. I just need to verify your date of birth and address.
[CUSTOMER][NEUTRAL] Sure. [PII], [PII].
[AGENT][POSITIVE] Thank you. And then
[AGENT][NEUTRAL] Um, as far as, have you ever logged in before? Do you know or?
[CUSTOMER][NEUTRAL] I don't remember because we have this in the past and then they changed it and now we went back to APL this year but I'm going to my PCP on Friday so I need the new car. I don't know, I don't even know if I have the old car but maybe it's a different information.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, absolutely. So I can email you, excuse me, I can email you a card. I can also take a look and see if you've ever logged in here.
[AGENT][NEUTRAL] Um, can you verify your email address for me, please?
[CUSTOMER][POSITIVE] Mhm thank you. Sure.
[CUSTOMER][NEUTRAL] OK, I don't know if I have my personal or work. Um, my personal is my first name [PII].
[AGENT][NEUTRAL] Mhm. Looks like it's a work one.
[CUSTOMER][NEUTRAL] I don't know, I
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm. Yeah, that's the one that we have on here. OK.
[AGENT][NEUTRAL] Um, is it OK to send the card to that email, the work one, or would you prefer that it's sent to the, OK, OK.
[CUSTOMER][NEUTRAL] Please, yes. Mhm. No, that's fine. You can send it to either one.
[AGENT][NEUTRAL] OK, great, um, so I can also if you have something to write this down with, I can give you uh the policy number, but you have logged in before so you have a username and if you need me to give that to you, I can give that to you also.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, I was trying to log in, but it didn't allow me to do it. Like I was trying to follow the prompts because they sent us an email with my last name [PII], my social, my zip code [PII], unless it has my employer's zip code. I have my both of my emails. I tried my personal I I tried the employer, but it didn't allow me to maybe the with the policy number.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, you don't need
[CUSTOMER][NEUTRAL] Or member ID maybe.
[AGENT][NEUTRAL] You don't need to um click on the new user like because you've logged in before so if you don't know what the password was that you set up before um you can reset it. The password reset's gonna go to your work email because that's what's on file, but I can, but I can give you the username.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] What was my, my user ID? Uh-huh, please. Yeah, thank you.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so your username is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My first name.
[CUSTOMER][NEUTRAL] OK, my first name and the letter [PII]. So just the [PII] is the first letter, [PII], the first [PII] is the capital, right? Everything else is.
[AGENT][NEUTRAL] With an
[AGENT][NEUTRAL] Yep, with an [PII] at the end, yep.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let me see if I got the password.
[CUSTOMER][NEUTRAL] And see if it works.
[CUSTOMER][NEUTRAL] Yeah, I mean, is there any way you're gonna email me, you're gonna email me the car anyway, hopefully I can access it through here, yeah, I think it's, I'll be fine now because it's asking me for my.
[CUSTOMER][NEUTRAL] She's gonna send me a text to validate, but can you put it in the mail as well so I can keep it in my wallet?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yeah, absolutely. So I just emailed you a copy of the card, but I can put in a request to have one mailed to you also.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Yeah, those are nice, sir. Thank you. I really appreciate it.
[AGENT][POSITIVE] Yeah, not a problem. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, that was the only thing. Thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day. Mhm. Bye-bye.
[CUSTOMER][POSITIVE] Have a great afternoon.
[CUSTOMER][NEUTRAL] Sure. Bye now.