AccountId: 011433970860
ContactId: 99af1be9-7b82-4e15-8db0-b10906ef842f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 829109 ms
Total Talk Time (AGENT): 212786 ms
Total Talk Time (CUSTOMER): 381054 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/99af1be9-7b82-4e15-8db0-b10906ef842f_20250127T19:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Hi [PII], happy Monday.
[AGENT][POSITIVE] Happy Monday. How are you doing today?
[CUSTOMER][NEUTRAL] Thank you. I'm doing fine. Um, I, um, I was calling to see if I can have a, um.
[CUSTOMER][NEUTRAL] I, um
[CUSTOMER][NEUTRAL] ID card, uh, emailed to me.
[AGENT][POSITIVE] Well, it would be my pleasure to.
[CUSTOMER][NEUTRAL] Because I had
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Thank you, yeah, I, I, I have my dental card, but I don't have my actual, you know.
[AGENT][POSITIVE] I got you and I can help you with that.
[CUSTOMER][NEUTRAL] Health health card, yeah.
[AGENT][NEUTRAL] What is the the dental policy number?
[CUSTOMER][NEUTRAL] OK, um, so the dental policy, would that be a policy certification number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, OK, uh, 025.
[CUSTOMER][NEUTRAL] 66045
[AGENT][NEUTRAL] Thank you and can you verify your name and date of birth please sir?
[CUSTOMER][NEUTRAL] Yes, uh, [PII], birthday [PII].
[AGENT][NEUTRAL] And Mr. [PII], do you mind verifying your current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK, um, my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email should be [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I am getting that information pulled up, bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's coming up slowly but surely.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'm glad I, I didn't have to get privilege in to remember all that stuff.
[AGENT][NEUTRAL] That was a lot to ask, wasn't it?
[AGENT][POSITIVE] I understand that you know we wanna make sure everything we have is correct and that we're um protecting your information we figured that.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Absolutely. I didn't have a problem. I didn't have a problem with it. I was just, you know, remembering it all like, OK, yeah, alright, cool.
[AGENT][NEUTRAL] That's a lot.
[AGENT][NEUTRAL] You passed that test with flying colors.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Alright, I am emailing that to you right now and you should be getting that in just a second. If you want to check and make sure, let me tell you when I've got it sent, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just want to make sure.
[CUSTOMER][NEUTRAL] And that that's for the health insurance card, right?
[AGENT][POSITIVE] That's correct. Now, when you receive that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which you should in just a second. There is a website and you can create a login and password and view your policy benefits by clicking on the policy numbers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can also print additional cards. You also have an accident and critical illness policy. Those don't come with cards. So if you wanted to be your benefits, just click on that number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can do that.
[CUSTOMER][NEUTRAL] OK, I, I have it. OK, great, yeah, um.
[CUSTOMER][NEUTRAL] I tried to create an account and um.
[CUSTOMER][NEUTRAL] And so for our passwords it needed um.
[CUSTOMER][NEUTRAL] You know, it, it, it had to meet certain criteria and so I, I did on my phone, my phone it said use strong passwords, so I used a strong password, but it didn't have a symbol on it and it needed a symbol.
[AGENT][NEUTRAL] Mhm. Yeah, they're people.
[CUSTOMER][POSITIVE] And and my phone automatically saved it.
[CUSTOMER][NEUTRAL] You know, but it wouldn't register, so in my phone, yeah, yeah, so I'm really messed up right now, but I, I think I'll, I'll go in, I'll go in and do something, OK, so what am I supposed to click on right now?
[AGENT][NEUTRAL] Oh, got you.
[AGENT][NEUTRAL] So if you are, once you get registered on the uh portal you can click on the policy numbers and it will download your policy documents to view your benefits on each on each policy that you have.
[CUSTOMER][NEUTRAL] Um, oh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so click on secured and public.
[AGENT][NEUTRAL] And then you can just create that log in. Once you get that log in created, you'll have all your policy numbers there and you can click on your documents on the numbers.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well OK.
[AGENT][NEUTRAL] And it will
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Download the policies.
[CUSTOMER][NEUTRAL] Yeah, so.
[CUSTOMER][NEGATIVE] So I have to actually create recreate uh account before I can do that, right? Because it's not letting me.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Trying to click on it.
[AGENT][NEUTRAL] It looks like that you were right in the middle of it.
[CUSTOMER][NEUTRAL] OK, let me see if um.
[AGENT][NEUTRAL] So it must not have taken your password. You might can reset or do it try a different password with a symbol.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] The problem is,
[CUSTOMER][NEUTRAL] There's OK, so it's, let me, let me just add a symbol to it and see because I did try and submit.
[CUSTOMER][NEUTRAL] No invalid username or password it it.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see alright.
[CUSTOMER][NEGATIVE] It won't even show me what the password is. OK, let me reset password. OK, I didn't, yeah, let me reset password. OK, user name.
[AGENT][NEUTRAL] You might just
[AGENT][NEUTRAL] There you go.
[CUSTOMER][POSITIVE] Alright, thank you for being patient.
[AGENT][POSITIVE] Sure, not a problem.
[CUSTOMER][NEUTRAL] OK, that's mine.
[CUSTOMER][NEUTRAL] Userna.
[CUSTOMER][NEUTRAL] OK, um, the provider username doesn't exist.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK, let me, let me, let me start over as a as a new user.
[AGENT][NEUTRAL] Yeah, start over as a new user and see if that works.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And sometimes on the phones it does, I mean, it sometimes it does work better on a laptop or a desktop.
[CUSTOMER][NEUTRAL] OK, and and
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I, I have a I have an iPad right in front of me and I'm not using it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We're so used to having that phone in our hands, aren't we?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, residential zip code.
[CUSTOMER][NEUTRAL] OK, and birthday.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] That's gonna work. I just have.
[CUSTOMER][NEUTRAL] 3.
[AGENT][POSITIVE] Have a good feeling.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so, um, let's see.
[AGENT][NEUTRAL] That took you further, didn't it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] The password has to have an upper case, lower case number and a symbol.
[AGENT][NEUTRAL] They just want it all.
[CUSTOMER][NEUTRAL] Number and assemble.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, that takes, uh.
[CUSTOMER][POSITIVE] So far so good.
[AGENT][NEUTRAL] I bet you're gonna get in now.
[CUSTOMER][NEUTRAL] OK, confirm email.
[CUSTOMER][NEUTRAL] Primary phone, OK.
[CUSTOMER][NEUTRAL] Oops.
[AGENT][NEUTRAL] Don't say oops.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][POSITIVE] But many, your account has been successfully created, yay.
[AGENT][POSITIVE] You're in. All right.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Wait a minute, what? You didn't say uh oh.
[CUSTOMER][NEUTRAL] OK, what is this?
[CUSTOMER][NEUTRAL] OK, maybe I don't, it took me back to the first screen.
[AGENT][NEUTRAL] Where you sign in again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me see, uh, see that's the wrong, OK.
[CUSTOMER][POSITIVE] Um, I think because of this phone, this phone saved the first information.
[CUSTOMER][NEUTRAL] I just have to type in the new information.
[CUSTOMER][NEUTRAL] And then um I'll go back OK that's my new user name and.
[CUSTOMER][NEUTRAL] My new password because I made my own password this time.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK submit.
[CUSTOMER][NEUTRAL] Yes, OK, save password. OK, now we're good. OK, got me to save it. Um, I can receive claim status updates through text messages. Yep, OK, enter your 410 digit number.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and verify.
[CUSTOMER][NEUTRAL] OK, uh, there it is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, I heard that name.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, you heard it
[AGENT][NEUTRAL] I heard it
[CUSTOMER][POSITIVE] OK, yeah, thank you so much. Yeah, yeah, it's happy now, it's bringing up.
[AGENT][POSITIVE] My pleasure.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Well, Mr. [PII],
[CUSTOMER][NEUTRAL] OK, so, um, upload, so, so upload, um, what do I need to upload um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's just if you want to file a claim, but you can give your policy information to providers and they can file claims for you, and we pay them direct.
[CUSTOMER][NEGATIVE] Not clean.
[CUSTOMER][NEUTRAL] Oh, I.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, cool.
[CUSTOMER][NEUTRAL] OK, I see. So, um, uh, come on, wait, wait, wait, wait, stop, um.
[CUSTOMER][NEUTRAL] So if I went to the doctor's.
[CUSTOMER][NEUTRAL] What would that fall, what would that fall on because there's different policy numbers for group accident, group critical illness illness, group hospital indemnity, and group voluntary dental.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that would be your hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I'll give them that.
[AGENT][NEUTRAL] Which is that card for the one that I emailed you.
[CUSTOMER][POSITIVE] 0000, you emailed it to me. I see. I was so focused on this. OK, thank you so much. I really appreciate your help.
[AGENT][POSITIVE] My pleasure, and you have a wonderful afternoon, Mr. [PII], and let us know if we can be of further assistance.
[CUSTOMER][POSITIVE] OK, thank you and you have a wonderful afternoon too.
[AGENT][POSITIVE] You too. Thank you. Take care.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye-bye.