AccountId: 011433970860
ContactId: a33b5aea-4179-4f82-bf73-c1bf4b731175
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193820 ms
Total Talk Time (AGENT): 80194 ms
Total Talk Time (CUSTOMER): 78183 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/a33b5aea-4179-4f82-bf73-c1bf4b731175_20250602T19:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I had, uh, just gotten my card for insurance from you guys and I'm trying to register it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And I'm so sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said the last name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, give me one moment to pull up your information. I can help you as far as getting on the OS online service center.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Oh, I have to do it all online.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I have to do it online. I can't just have you guys do it.
[AGENT][NEUTRAL] No, no, sir, we can't do it because, uh, if you're set up on the online service center, you're gonna have to uh come up with your own password.
[AGENT][NEUTRAL] But as far as the policy, you don't need to call our office to activate your policy. It is activated based on your effective date or active based on your effective date.
[CUSTOMER][NEUTRAL] OK, and I have to have the own one.
[AGENT][NEUTRAL] Um, do you happen to have your policy number or no?
[CUSTOMER][NEUTRAL] OK, so it says effective date.
[CUSTOMER][NEUTRAL] Uh, yeah, my policy number is 026.
[CUSTOMER][NEUTRAL] 351 7.
[CUSTOMER][NEUTRAL] On the card, it says it's active [PII]. And I was just making sure that I'm able to use my card now.
[AGENT][NEUTRAL] Uh, yes, sir. If that's your effective date, yes. Um, verify your date of birth, uh, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] For my birthday, my mailing address is [PII] and my email is [PII].
[AGENT][NEUTRAL] You said what zip code is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And um, but yes, I'm just showing that your policy is active as of [PII], it became active, so you can use your card.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, so I don't need the online service unless I wanna just get on there and check stuff, right?
[AGENT][NEUTRAL] Uh, well, the online service and you can check any policies you have with us as well as if claims are received, you can check claim status or if you need a temporary card, you can, uh, get it from the site.
[CUSTOMER][NEUTRAL] OK. Yeah, so I, I can just set all that up later. I, I just, I'm trying to call in for a dentist appointed. I want to make sure that the card was active before I said, before I called in.
[AGENT][NEUTRAL] I know, I understand, but yes, sir, your policy is active.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.