AccountId: 011433970860
ContactId: 9f41981e-9964-44ba-8335-5b494e7235fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375350 ms
Total Talk Time (AGENT): 191591 ms
Total Talk Time (CUSTOMER): 84500 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/9f41981e-9964-44ba-8335-5b494e7235fe_20250602T19:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, I'm chewing. I'm so sorry.
[CUSTOMER][NEUTRAL] Sorry, um,
[CUSTOMER][NEUTRAL] OK, sorry about that. OK, so I'm trying to log in but it's not letting me.
[AGENT][NEUTRAL] OK, so are you the insured and you're trying to log into your portal?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. Well, I can help you with that. Who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is a good call back number for you?
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][POSITIVE] Thank you and your policy number please, Ms. [PII].
[CUSTOMER][NEUTRAL] Um, 02545403.
[AGENT][NEUTRAL] OK, thank you. So what I'm gonna need to do first off, Miss [PII], is to pull up your policy information and verify some things with you for security, and then we can go from there, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII] so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] OK, thank you and then also your home mailing address.
[CUSTOMER][NEUTRAL] Um, [PII] I'm sorry, [PII].
[AGENT][NEUTRAL] OK, thank you and the phone number that we have 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][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] OK, thank you and then the last piece of information to verify will be your email address.
[CUSTOMER][NEUTRAL] Well, I don't know what you have on file. Is it [PII] or [PII] [PII]?
[AGENT][NEUTRAL] OK, that is the one that we have. The 2nd 1 is the one that we have on file for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], there were some updates made in our portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so you would have to recreate your profile. Now, what I don't know is if you will still be able to do that to set up a new profile because this policy did term as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Are you on the website where you can try and set it up? If not, then I'll be glad to just try and verbally help you with anything that you were wanting to see in the portals.
[CUSTOMER][NEUTRAL] Um, it says create your OCS account OSC account.
[AGENT][NEUTRAL] Uh-huh, OK, so.
[CUSTOMER][NEUTRAL] Is that what I go to?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK, let me cut up.
[AGENT][NEUTRAL] And again, I'm not sure, so this is gonna be kind of a learning thing for both of us on the changes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And then it says
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, next
[CUSTOMER][NEUTRAL] Um, no user was found.
[AGENT][NEUTRAL] OK, so I believe, so when you did create, when you clicked create your OSC account and then selected insured.
[AGENT][NEUTRAL] And clicked next and filled in those boxes.
[AGENT][NEUTRAL] With your last name and social and the email address we verified you're getting that message?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that's
[CUSTOMER][NEUTRAL] Because I no longer have this policy, but I mean I still have it for, you know, previous, but all I just need to know, I just need two amounts. I just wanted to know for my daughter and for myself what the what the year I guess from January, I think it's January to now what the explanation of benefits was like how much did you guys pay out.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you're wanting to know what each of you had used thus far in the calendar year from January until [PII]?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let's first off, um, what is the dependent's name that you're wanting to check on also?
[CUSTOMER][NEUTRAL] So, uh, [PII].
[AGENT][NEUTRAL] OK, and [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so I will look at your information first, Ms. [PII]. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for you, Ms. [PII], give me it's still loading. One sec.
[AGENT][NEUTRAL] OK, so for you, I show that $2590.60.
[AGENT][NEUTRAL] Has been used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for
[AGENT][NEUTRAL] [PII], I showed that $283.24 has been used.
[CUSTOMER][POSITIVE] OK, alright, perfect. OK, alright, thank you so much I appreciate it.
[AGENT][POSITIVE] Well, you're very welcome. Is there anything else that I can help you with this afternoon?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then, thank you for calling APL Mentry, and I hope you have a very nice rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][POSITIVE] Uh, you're very welcome. And thank you again for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][POSITIVE] Yep thank you bye bye.