AccountId: 011433970860
ContactId: 9d1c54d4-d374-4392-8b65-347c35cecca1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512880 ms
Total Talk Time (AGENT): 278889 ms
Total Talk Time (CUSTOMER): 142478 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9d1c54d4-d374-4392-8b65-347c35cecca1_20250122T13:46_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 [PII], this is [PII]. I wanna uh.
[CUSTOMER][NEUTRAL] Check out uh my policy update.
[AGENT][NEUTRAL] OK, so you, I'm sorry, did you say your name is [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, it is now.
[AGENT][NEUTRAL] OK, and Mr. [PII], you're wanting to check.
[AGENT][NEUTRAL] To see if your policy is active or do you have a claim you're wanting to check status on?
[CUSTOMER][NEUTRAL] Uh, no, no, I wanna, uh, I wanna check the update uh for adding the wife, my wife on where she was working.
[CUSTOMER][NEUTRAL] See what she's already at it.
[AGENT][NEUTRAL] OK, you're wanting to
[AGENT][NEUTRAL] OK, so you're wanting to verify if your wife has been added to your coverage?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And what is your good callback number for you please, Mr. [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number is 0258.
[CUSTOMER][NEUTRAL] 0643
[AGENT][NEUTRAL] OK, thank you. So give me a couple of moments, Mr. [PII] to get all of your information pulled up. Once I do, I will have to verify several things with you first for security, OK? So just one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Some associate of America.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Your phone number that we have on file for you is the same as the one that you gave me, so again, that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, thank you. So first off, Mr. [PII], have you ever set up your profile in the APL online service center where you can have access to all of your information regarding your policies that you have with APL?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Hey Per that's the app.
[AGENT][POSITIVE] Uh, no, it's a website, and I actually have a user guide that I will be more than happy to email to you that gives you the instructions on how to set up your portal if you would like for me to do that, I can do that for you right now.
[CUSTOMER][NEUTRAL] Yes, yes, sir, I can, I, I, I'll say.
[AGENT][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Alright, one moment please then while the other information is loading.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so I have just emailed that to you, Mr. [PII], and the email that I have sent you will come from [PII] team at [PII], and I did put APL in your subject line for you so that that's easy to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I see that your coverage that you have with us is through your employment with MAU or Man analysis and utilization, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. So as of now, Mr. [PII], um, this is a dental policy that you
[AGENT][NEUTRAL] You gave me your policy number for and as of now, it is only you and
[CUSTOMER][NEUTRAL] Oh, I'm sorry, uh.
[CUSTOMER][NEUTRAL] OK, let me, let me give you another oh it's the same policy number.
[CUSTOMER][NEUTRAL] Where, where's the, you still have the help in life as well, right?
[AGENT][NEUTRAL] Uh, now you have a life insurance policy and a dental policy with us. The dental policy number is the one that you just gave me. Your life insurance policy, the only difference is the very last number and it is a 2 instead of a 3, but I do not show that you have any other coverage with us at this time.
[CUSTOMER][NEUTRAL] So, uh, I didn't, I didn't call in about a couple of weeks ago to add it, added [PII] for the for the help.
[CUSTOMER][POSITIVE] You're gonna see the help.
[AGENT][NEUTRAL] No, I, as of now, with APL, OK, so your enrollment for any coverage that you have, Mr. [PII] is all handled by benefits and a card or BIC.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then they provide the different companies your enrollment information depending on the products you enroll for.
[CUSTOMER][NEUTRAL] Oh, OK, OK, I dialed the wrong number. I need, I need to dial. I need to call in.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] That's OK now.
[AGENT][POSITIVE] Well, I can actually ran no, no, no, no. I can actually transfer you to them. Now, you do have their phone number because if not, I'll be happy to give that to you just in case something were to happen with our call, you could call them directly.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] But their phone number, do you already have that?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, what I, I don't know what what is it, what to begin with.
[AGENT][NEUTRAL] OK. It's [PII]. OK. So let me know when you're ready and I'll give that to you.
[CUSTOMER][NEUTRAL] Oh no, I don't have it.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, ready.
[AGENT][NEUTRAL] OK, so their phone number is [PII].
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] Yes, sir. [PII], it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You say [PII].
[AGENT][POSITIVE] Now, I'll be, again, I'll be happy.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] OK, all right. I haven't.
[AGENT][POSITIVE] And would you like for me to connect you with one of their representatives? I'll be happy to.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. So is there anything else that, Mr. [PII] that I can help you with today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, no, that'd be it.
[AGENT][POSITIVE] OK. Well, thank you so much then for calling APL and I hope that you have a very nice and safe day.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] You're welcome. So, one moment, please.
[CUSTOMER][NEUTRAL] Thank you for calling. Due to inclement weather, our office is currently closed.
[CUSTOMER][NEUTRAL] Just stay on the line and you will be directed to our voicemail inbox.
[CUSTOMER][NEUTRAL] later on at [PII].
[AGENT][NEUTRAL] Mr. [PII], this is still [PII] with APL. So when I attempted the transfer, it gave me a recording that states due to inclement weather that they are currently closed. Now there is a big excuse me, they do give you an option to leave a voicemail.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So if you would like for me to just transfer you back so you can do that, I'll be happy to if you would rather just call, try to call them back yourself. It's, it's whatever you wanna do, I'll be happy to help you with it.
[CUSTOMER][POSITIVE] Yeah, yeah, I'll call that myself. I appreciate you.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK.