AccountId: 011433970860
ContactId: 8b368d1e-40c7-427a-91d3-617254312847
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346609 ms
Total Talk Time (AGENT): 154219 ms
Total Talk Time (CUSTOMER): 160235 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/8b368d1e-40c7-427a-91d3-617254312847_20250306T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I need, I guess help getting my policy number because, um, for some reason my husband's having trouble getting signing in so I can't see any of the insurance cards and I have a doctor's appointment today.
[AGENT][NEUTRAL] Oh, OK, yeah, I can get that policy number for you. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be [PII].
[AGENT][NEUTRAL] OK thank you um let's see, I can start using your social.
[CUSTOMER][NEUTRAL] Um, what is it for the policy holder or is, would you still be able to find the policy if I'm not the policy holder?
[AGENT][NEUTRAL] It depends on how that was set up um I could try using your social you should be on there, but I know sometimes it depends on how the employer had it set up.
[CUSTOMER][NEUTRAL] Got you. OK, so it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. No, I did not get a result with that, [PII], so it might have to be the policyholder.
[CUSTOMER][NEUTRAL] I don't with but.
[CUSTOMER][NEUTRAL] OK, so his is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um 76.
[CUSTOMER][NEUTRAL] 3709
[AGENT][NEUTRAL] OK, and what was his name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There we are, I believe I found it. Um, I'm sorry, was this for, um, did you need the medical or the dental policy number?
[CUSTOMER][NEUTRAL] The medical that you you guys sent me the uh dental in the mail already and I thought the lady I spoke with last time was sending them in the mail so I have no idea. She, I think I called Thursday. She said it would take 3 to 5 business days.
[AGENT][NEUTRAL] Medical.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, sure, uh, first, let me really quick if you don't mind, I'm just gonna verify some information. Um, can I get your date of birth please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for y'all uh looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Uh, it, uh, hopefully he changed it over to our business account. It's supposed to be, um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] No, no, that's not what I've got.
[CUSTOMER][NEUTRAL] Alright, so then it's uh [PII].
[AGENT][NEUTRAL] That's it. OK. Thank you for verifying that. All right, let me know when you're ready and I will give you that policy number.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, it is 02585651.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does it have like a group number or anything like that?
[AGENT][NEUTRAL] Uh yes, let me get that, um, so that group number is 16068.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty and I do see where that uh request had been made to have the cards mailed to you so they are on the way it might just be taking a little bit longer than usual, but you should be getting them soon.
[CUSTOMER][NEUTRAL] Got you. And then so does he, do I have any authority to um change anything on the account or does it have to go through him?
[AGENT][NEUTRAL] No ma'am, yes, it would have to be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there any way if he were to call later today, could he give me access to that or is that still like a no go?
[AGENT][NEUTRAL] So the only time the only instance that that would work is it would be at the same time so for example if you were there we could talk to him, get verify his info, get permission, um, but it would just be for that one call so if you wanted that kind of authority, uh, regardless, um, he would need or he would need to submit a third party authorization form, and those can be found on our website if he fills that information out, um, then you would be able.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Have that same kind of authority regardless.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me write that down. You said third party authorization form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I guess I'll have him. I hope he could, he said he hasn't been able to get into his account, and I was like, obviously you can because there's an email on file.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Right, that's the thing so if he were um creating an account, the information that he enters does have to match what we have in our system so if he was using a different email that's going to be why it won't work.
[CUSTOMER][NEUTRAL] OK, and then he would just call you guys to change the email to our uh business? OK.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright then, uh, that's all the questions I had. Thank you for giving me that policy number. I really needed it today.
[AGENT][POSITIVE] Yeah, of course there was anything else I can help you with? Of course.
[CUSTOMER][NEUTRAL] No ma'am, you did it.
[AGENT][POSITIVE] Alright well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] All right thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.