AccountId: 011433970860
ContactId: a1e022df-c7b7-4a31-b00a-485fe4b93cd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523808 ms
Total Talk Time (AGENT): 196743 ms
Total Talk Time (CUSTOMER): 180262 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/a1e022df-c7b7-4a31-b00a-485fe4b93cd7_20250408T22:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh hello. I just tried.
[CUSTOMER][NEUTRAL] So I just got my um
[CUSTOMER][NEGATIVE] My cards today and I am kind of having trouble.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Signing up on the website.
[CUSTOMER][NEUTRAL] And it was just kind of, cause I
[CUSTOMER][NEUTRAL] I put in all the information that the card that I need to like sign in, but it, it was saying that I um it wasn't, that I wasn't a member.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh-huh. OK. Yes, sir, I can hear you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So, I just got my card today and it was um I was trying to sign up on the website, but it was saying that I wasn't a member.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, can I get your name and your callback number just in case our call is dropped, I'll be able to call you back and then I'm also going to need your policy number.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] 608
[CUSTOMER][NEUTRAL] 2605744
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my policy number.
[CUSTOMER][NEUTRAL] Is 02610651.
[AGENT][NEUTRAL] OK, let me look up your policy real quick, [PII].
[AGENT][NEUTRAL] OK, I do show that you, um, have a policy with us. Let's verify it. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, email address is [PII]. And what was the third one that you wanted?
[AGENT][NEUTRAL] Uh, the phone number that we have on file, is that the same phone number that you just gave me to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, [PII]. So looking at your policy, um, you are a member and your effective date is [PII] and your policy is active and current.
[CUSTOMER][NEUTRAL] Right, yeah, that's why I was kind of confused.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, about the whole login situation, I wasn't sure if.
[CUSTOMER][NEUTRAL] So it says I have individual coverage.
[CUSTOMER][NEUTRAL] But I have a, also have a group number and I was uh am I supposed to be signing up under.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, individual or like a group.
[AGENT][NEUTRAL] You're gonna choose you're an individual with an APL policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you first go into the online service center you'll go in as a new user and then that second option is I'm an individual with an APL policy from there you'll figure out what you want to use for your username and your password and then you should be in.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, see, uh, so, so the
[CUSTOMER][NEGATIVE] It got stuck on step 2. That's when it was telling me I wasn't a um a user because all I asked for was my last name, my Social Security or member ID, my zip code, email.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go ahead and get out of it and try to go back in because the phone number wasn't on your demographics and I had to add that in and that will make it act a little funky if it's not on there.
[AGENT][NEUTRAL] I know it doesn't say anything about phone number, but it will sometimes, uh, make it look, and you're at [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, sometimes it'll do that if the phone number's not in there but I did add that in since, since you've called so if you get out and go back in and try again and see what it, it tells you this time and you'll use um.
[AGENT][NEUTRAL] The demographics that you just verified for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, um.
[CUSTOMER][NEUTRAL] Would my member ID be the payer ID?
[AGENT][NEUTRAL] No, your member ID is your um.
[AGENT][NEUTRAL] Either your social security number or your policy number.
[CUSTOMER][NEUTRAL] I'm gonna try my policy number.
[AGENT][NEUTRAL] I'm gonna also go in and see if, yeah, it's saying that you're still trying to get in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's so um
[CUSTOMER][NEUTRAL] Yeah, I just, um.
[CUSTOMER][NEUTRAL] Keeps
[CUSTOMER][NEUTRAL] Telling me that the user that there was no user found with the information I entered.
[AGENT][NEUTRAL] And you entered policy number 261-0651?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you entered, you tried your social? Let's verify your social, make sure we have it right.
[AGENT][NEUTRAL] Can you give that to me?
[CUSTOMER][NEUTRAL] Yeah, it's uh
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, that's weird.
[AGENT][NEUTRAL] Is it working?
[CUSTOMER][NEUTRAL] Uh yeah, brought me to step 3 after that.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEGATIVE] Yeah, yeah, all the policy numbers and stuff weren't working, I guess.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, and it should pull in every policy that you have with us. Once you get signed up for us, you should be able to click on.
[AGENT][NEUTRAL] Your policies and then um see your information that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], uh-huh.
[CUSTOMER][NEUTRAL] Um, is this
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I was gonna ask you if there was anything else that I can help you with.
[CUSTOMER][NEUTRAL] Is this uh?
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You go ahead.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So is this um.
[CUSTOMER][NEUTRAL] So what?
[CUSTOMER][NEUTRAL] Insurance is this covering? Is this just dental?
[AGENT][NEUTRAL] No, you have dental, you have um your hospital indemnity plan with us, and you also have your group accident plan with us.
[AGENT][NEUTRAL] Your medical, your dental, and your accident.
[CUSTOMER][NEUTRAL] OK, so this is
[CUSTOMER][NEUTRAL] OK, so this is everything OK.
[CUSTOMER][NEUTRAL] I was just curious because the plan um on the card, the plan says group voluntary dental and I didn't know if that was if it was just for the dental stuff.
[AGENT][NEUTRAL] No, it's, it's for all three.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][POSITIVE] That works.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, yes, thank you.
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Nope, that is all.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK. Well, you have a wonderful night and we thank you very much for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] All right, thank you. You too.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome, sir. Bye-bye.