AccountId: 011433970860
ContactId: 944249c0-4dd1-4872-936d-65a23f26f510
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 667559 ms
Total Talk Time (AGENT): 338060 ms
Total Talk Time (CUSTOMER): 188256 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/944249c0-4dd1-4872-936d-65a23f26f510_20250114T21:42_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I am, can you hear me OK?
[AGENT][NEUTRAL] Um, yes, ma'am. At the moment, I can. Mhm.
[CUSTOMER][NEUTRAL] I'm calling to, I've never logged into my APL um account online.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And a friend of mine is, anyway, long story short, I'm just trying to sign into my account. It's been, I've had it for a while, I've just never needed it.
[AGENT][NEUTRAL] Uh-huh. OK. So you're needing help with, are you, so are you needing help setting up your profile in the online service center?
[CUSTOMER][NEUTRAL] How do we do that? I
[CUSTOMER][NEUTRAL] Yeah, I'm, uh, I selected new user and then it's asking for my last name, my social, residential zip code, email, and date of birth. I have a hyphenated name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I don't know, maybe that's the problem.
[AGENT][NEUTRAL] OK, Mr. [PII]. Well, I can help you with this, but what I'll need to do first is to get some information from you. There's several pieces of information that I will have to verify with you first for security. So first off, what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Oh, I don't have that either. I don't have any any of it, maybe. Let me see, hold on.
[AGENT][NEUTRAL] OK, so, um, and the policy is in your name, you're the subscriber?
[CUSTOMER][NEUTRAL] Yes, I, I have it through my, my work.
[AGENT][NEUTRAL] OK, what is your full social, Ms. [PII], and I can try and look up your information that way if you don't have your policy number.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 76.
[AGENT][NEUTRAL] I'm sorry, your voice cut out. Let's start again. [PII].
[CUSTOMER][NEUTRAL] Mhm 73.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 8920
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so first off, as I explained, I will have to verify several things with you for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you provided for me. So that is your best contact number. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your information. So I do see um on your policy, your name because it is, you know, so lengthy. Your policy is listed as Martinez.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hyphen
[AGENT][NEUTRAL] R O D R I G.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you're entering that into that space there, enter it just like that, Martinez-hyphen Rodrigue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do not put a space after the Z.
[AGENT][NEUTRAL] Before the hyphenologist Martinez-hyphen Rodrigue.
[CUSTOMER][NEUTRAL] Does the capital or lower case have any like the
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, that should not affect that. No, ma'am. And then you would need to make sure to use your work email.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And then also, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Do you go by your hyphenated name? Cause I see your work email is under [PII]. It's in, you gave me [PII], so I don't wanna call you the wrong name. I don't want to refer to you incorrectly.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, yeah, [PII] is fine. My long story short, my name is hyphenated. That's what all my legal documentation has. I usually go by [PII], but the school could get work.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. OK. I, I understand. I just didn't want to refer to you improperly. So, um, now I do have also a user guide, [PII], that I can email you. It does explain about setting up your profile, but then it also gives you information on the different things that you can do within the portal. If you would like for me to send that, I can email that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] OK, so give me just a second, I'll go ahead and do that.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Is my user ID just send my email?
[AGENT][NEUTRAL] Now your your username can be anything that you want it to be. It doesn't have any minimum requirements.
[AGENT][NEUTRAL] The password though it does have certain requirements that has to be met because if you were to ever be locked out of your portal or forget your username you can call us and we have access to the user name but just not your password obviously.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so apparently I already have a user name. I don't know what it is.
[AGENT][NEUTRAL] OK, well I can um look up your information if you've already created an account before and I can provide you the username. Give me just one moment.
[AGENT][NEUTRAL] So yes, ma'am, you have. And so the, it's all lowercase.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It, it is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] That makes sense.
[AGENT][NEUTRAL] There's so many portals and everything now. It's hard to remember what we set up and what we haven't.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, no, no, I accidentally.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My code.
[CUSTOMER][NEUTRAL] OK, and then would you have, um, would you know the information about billing like let's say I was to.
[CUSTOMER][NEGATIVE] not work with my employer anymore.
[CUSTOMER][NEUTRAL] Do you know more or less what
[AGENT][NEUTRAL] Are you are you referring to like if you could continue wanting to find out about if you could continue this coverage on your own if you were no longer with your employer?
[CUSTOMER][NEUTRAL] Right, yes.
[AGENT][NEUTRAL] OK, now I'll be happy to connect you with someone who can further assist you with that if you would like, and when I do transfer you I can give you your policy number, but you're gonna be able to see this in your, in your portal, but your policy number for this active policy is 252.
[AGENT][NEUTRAL] 3391.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when I transfer you again, I'll give them your policy number. I will also let them know, you know, the reason for your call, so you won't have to go through the verification process again.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, alright, and I did email you that user guide. It the email that you're gonna receive will be from [PII].
[AGENT][NEUTRAL] And I did put in the subject line for you, uh, APL online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. So is there anything else that I can help you with today, [PII], before I connect you?
[CUSTOMER][NEUTRAL] I don't know. I actually, I know that you to go through another verification, but I have a friend. He has questions also, but maybe if they're general questions not regarding her policy, could you possibly help her out?
[AGENT][NEUTRAL] Um, I, she will have to go through the verification process. I would have to pull her policy information up and verify the information just like I did, um, with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, is this someone that's gonna get on the phone now, or?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, it's OK. It was just, um, she's just, we have the same policy, same employers, and everything, um.
[CUSTOMER][NEUTRAL] But she'll just call back.
[AGENT][NEUTRAL] OK, and 2, there is a copy of your policy and you may already be aware of this, but there is a copy of your policy information in your portal that you can pull up for viewing also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again the user guide will tell you how to do that, but you would just click on your policy number, then you'll see a little PDF icon where you can click on that and download your policy information with all of your benefits and everything in it.
[CUSTOMER][POSITIVE] OK, thank you so much. I'm actually gonna have to call back um and talk to.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Oh, you're gonna, OK.
[CUSTOMER][POSITIVE] Yeah, yeah, but thank you so much for all information and that helps.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Well, you are very welcome. So if that is all then that I can help you with, thank you again, [PII], for calling APL and I hope you have a very nice evening.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye bye.