AccountId: 011433970860
ContactId: 99a65040-9ba3-48a2-8cce-e76a5377171f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492480 ms
Total Talk Time (AGENT): 149525 ms
Total Talk Time (CUSTOMER): 220810 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/99a65040-9ba3-48a2-8cce-e76a5377171f_20250123T17:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I was just trying to verify the information you have on file for me, um, because when I try to do an account online, it's saying that the information I'm entering is incorrect.
[AGENT][POSITIVE] It would be my pleasure to assist you this morning. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Well, let's see, the one, the card I have hold on one second.
[CUSTOMER][NEUTRAL] So what I have in front of me, and I'm pretty sure he's updated, but this may be my new one, policy number I'm showing is 02566611.
[AGENT][NEUTRAL] Thank you. And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] All right, thank you. And what is your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I think I see what the problem is we don't have an email on file for you to for it to link to your account. I can add your email for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, um, you can put, um, tan to pit, so it's, well, I wonder if I did that for my husband's do my uh work email it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][POSITIVE] Thank you. And what is a good callback number?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, so I have [PII]. Phone number [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you where you can try it now?
[CUSTOMER][NEUTRAL] Sure, let me try.
[CUSTOMER][NEUTRAL] Let's see, so do I just go in and just do like new user right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um my last name is [PII]
[CUSTOMER][NEUTRAL] And then what it says member ID or social security so oh.
[AGENT][NEUTRAL] You'll use your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah, it says no user found with this information. Please try again.
[AGENT][NEUTRAL] OK. And when you were um registering, did you, you said you were an individual with an APL policy?
[CUSTOMER][NEUTRAL] Uh, yeah, this one is my, so my, I was on my husband's and that was in all the way up to October then I got a new card in the mail which I thought it was this one, but this one actually has a date of [PII], which is weird because it, it should have been effective back in October so I thought it was kind of odd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because of the date and then they sent out new ones because we have a new coverage this year, uh, which is 3000 and our old amount was 2000 so I thought maybe I just had this old card or something because this is the one I got back in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] October even though it had an effective date of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just going through see.
[AGENT][NEUTRAL] Is your social [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And of course, your date of birth was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It is allowing me to go to the next page to create a log in.
[CUSTOMER][NEUTRAL] That's so weird. So it's [PII]. You have me down as my last name [PII], right?
[AGENT][NEUTRAL] Right, [PII]
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm. And then your social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII] and then [PII].
[AGENT][NEUTRAL] Right. Oh, we've got [PII].
[CUSTOMER][NEUTRAL] OK, yeah, [PII].
[AGENT][NEUTRAL] OK, let me change that real quick for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's why I was able to do it and you weren't because I had the [PII] but you're saying it's [PII] correct?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yes ma'am, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's always that one little digit, isn't it?
[AGENT][NEUTRAL] It's just that one little thing.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, try it now.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK amazing so I can just do my own little.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] So on this card when it says effective date [PII], is that is that irrelevant or because I gave it to my doctor's office today and I'm like I probably think I'm crazy because it doesn't even shows effective yet.
[AGENT][NEUTRAL] I don't show any other policies for you, for you, for your individual policy. You said it, well, yeah, I do. Let's see.
[AGENT][NEUTRAL] So you had coverage from 926-24, there was that on that other policy number, the 254-5412. So you've got continued coverage. Well, that was 12-26-24.
[CUSTOMER][NEUTRAL] Oh, got you, OK.
[CUSTOMER][NEUTRAL] Yeah it's just weird that this is some other weird.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me check something.
[AGENT][NEUTRAL] I'm just checking these policies. Were you able to get through the
[CUSTOMER][NEUTRAL] Uh, yeah, I'm submitting it right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And I know like I said, the old policy, um, had the 2000 coverage and this one has the 3.
[CUSTOMER][NEUTRAL] So I just wanted to make sure that was up to date um with this number, you know.
[AGENT][POSITIVE] Yeah, got you.
[AGENT][NEUTRAL] You are correct. This one has the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The, the one ending in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, good. I just want to make sure I gave him the right one today.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You should be good.
[CUSTOMER][NEUTRAL] OK, well, as long as that card will work on that, um.
[CUSTOMER][NEUTRAL] [PII] and then I'm gonna confirm everything.
[CUSTOMER][POSITIVE] OK, well I appreciate your time. I, um, glad I got logged in and it was just that digit off.
[AGENT][NEUTRAL] Yeah, do you think you can click on your policy number to view your policy benefits?
[CUSTOMER][NEUTRAL] OK, so I would just click on that 256-661-1?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] And it would tell me everything OK all right well thank you so much you have a wonderful day.
[AGENT][POSITIVE] It's been such a pleasure to assist you, Ms. [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it you uh have a blessed day.
[AGENT][POSITIVE] I hope you do as well. Now call us if you need anything, OK?
[CUSTOMER][POSITIVE] Oh, alright, thank you.
[AGENT][POSITIVE] And thank you for calling APL. Have a lovely day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.