AccountId: 011433970860
ContactId: 96c64e40-d916-49f4-91e8-ecc459efe6c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394559 ms
Total Talk Time (AGENT): 195524 ms
Total Talk Time (CUSTOMER): 108727 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/96c64e40-d916-49f4-91e8-ecc459efe6c5_20250325T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, hi. My name is [PII]. Um, they're supposed to mail me, um, an ID card long time ago, long time ago, but they never did. They send me one, by email.
[CUSTOMER][NEUTRAL] But I don't think um.
[CUSTOMER][NEGATIVE] I can't, I can't read it clearly.
[CUSTOMER][NEUTRAL] Yeah, I would like to verify the information like uh the, the policy number.
[CUSTOMER][NEUTRAL] With you guys before I can.
[AGENT][NEUTRAL] OK, so you are need.
[CUSTOMER][NEUTRAL] Music.
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] Enoch
[CUSTOMER][NEUTRAL] Eno that was me. E like E.
[AGENT][NEUTRAL] You had requested an ID card, but you had not red.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm sorry, and your name again? You said Ena, correct?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], first name.
[AGENT][POSITIVE] Thank you. And your last name, please?
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][POSITIVE] Thank you. And Eno, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you did say the area code is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And what is your policy number or can, are you able to read that? If not, I can look it up with your social security number.
[CUSTOMER][NEUTRAL] OK, my social is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. So give me a couple of moments please to get your information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK [PII] gave me excuse me, any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. I will need to verify several things with you first for security. So if you could please first verify.
[AGENT][NEUTRAL] Your date of birth.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you so much. So yes sir I can see where you had called and spoken to someone back in February on the [PII] requesting ID cards. Those were ordered but you never received them. Is that correct?
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] OK, so when you um when you had called in, did they, the person you spoke with, did they tell you about our portal where you can set up your profile and actually have access to all of your policy information that you have uh coverage for with APO and also your ID cards so you can pull them up for viewing or printing, OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I'm going to email you this user guide then you know that information on there again our portal is called the online service center.
[AGENT][NEUTRAL] And this user guy will explain how to set up your profile and it will also explain, you know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To give you tips and tell you about how to do different in the portal so give me just one moment I'm gonna go ahead and send that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I can also request more cards to be mailed, but in the meantime, this, this will be.
[CUSTOMER][NEUTRAL] And um
[AGENT][POSITIVE] Your, you know, give you access instantly to cards.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And the email that I'm going to send to you is yes sir it's coming from [PII].
[AGENT][NEUTRAL] And I did put APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Online service center in the subject line for you so that that's easy for you to recognize, OK? And I'm sorry that you haven't received those, but I'll be happy to request them again if you would still like to have them mailed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Uh yes, I would like that.
[AGENT][POSITIVE] OK. Well, I'll be happy to do that. Are you needing the medical and the dental or only one of them?
[CUSTOMER][NEUTRAL] Uh, I got the dental and just in the medical.
[AGENT][POSITIVE] You just need the medical. OK. All right. Well, I'll be happy to send that to you then.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or send another request for it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, thank you and um can you please help me verify the policy number?
[AGENT][NEUTRAL] Yes, sir. For your medical, it's 256.
[CUSTOMER][NEUTRAL] Um, so.
[AGENT][NEUTRAL] 6193.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 619-3 alright.
[CUSTOMER][NEUTRAL] 256-619-3
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, sir. That is correct.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Well, you're very welcome. So again, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it for today. Thank you.
[AGENT][POSITIVE] OK, well, uh thank you for calling APL and I hope that you have a very nice day.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] Yes sir, you're welcome.
[AGENT][NEUTRAL] Bye-bye.