AccountId: 011433970860
ContactId: a91a0ca8-0bf9-4738-91cb-82cd3cacf322
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236350 ms
Total Talk Time (AGENT): 82718 ms
Total Talk Time (CUSTOMER): 76989 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a91a0ca8-0bf9-4738-91cb-82cd3cacf322_20250625T20:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hi, my name is [PII]. I work with PD Coalition. We have a group plan with you guys, and I was hoping to be able to get a copy of a member's card. Um, her purse was stolen and, um, she cut out for tomorrow, she's freaking out on me.
[AGENT][POSITIVE] Oh, bless her heart. Um, do you
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] Your name is I'm so sorry, your phone cut out in the beginning.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Ms. [PII], do you have the uh insured's name?
[CUSTOMER][NEUTRAL] It's um PD Coalition Against domestic and sexual assault.
[CUSTOMER][NEUTRAL] Also have our group number and her employee ID number if that would help.
[AGENT][NEUTRAL] Uh, what's the group number?
[CUSTOMER][NEUTRAL] 268999
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And what's the insured's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify her date of birth for me, please?
[CUSTOMER][NEUTRAL] Oh, DOB is [PII].
[AGENT][NEUTRAL] OK, and you say you're needing a copy of the card?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and you're wanting it emailed I'm assuming?
[CUSTOMER][POSITIVE] Uh, yeah, that would be great.
[AGENT][NEUTRAL] OK, and what is the email address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think we have bill pay on on the account um.
[CUSTOMER][NEUTRAL] Mine is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I will send that off to you in a few moments. Uh, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, we normally we can get access online like pay the bill, get some, some of the membership information. Um, has the portal changed for online access by chance?
[AGENT][NEUTRAL] It has, they had updated the system about several weeks ago, so you'll have to create a new account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Nothing changed with like the domain, right? Is it still um American Public Life?
[AGENT][NEUTRAL] Uh, it's still [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, and when you go on to the site, um, you would select create a new online service in your account in the group and you just put in the group number and the email address that is on record for the group and you should be able to go to the next step to set up on the account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. I'll send this out to you in a few moments.
[CUSTOMER][POSITIVE] OK, you have a good day.
[AGENT][POSITIVE] You too and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Bye.