AccountId: 011433970860
ContactId: aa80192f-b0f6-4f84-ab6a-8166db91cec3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 539039 ms
Total Talk Time (AGENT): 164378 ms
Total Talk Time (CUSTOMER): 202742 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/aa80192f-b0f6-4f84-ab6a-8166db91cec3_20250121T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, I was just calling to get information on my policy because, um, we have not gotten any type of information in the mail yet.
[AGENT][NEUTRAL] OK, may I have your name please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] [PII] I mean [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is this policy under your name or someone else's?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's my hus, it's in my husband's name, but I mean it's, I'm on the policy. Yes, it's [PII].
[AGENT][NEUTRAL] OK, and may I have
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the last name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a gap insurance.
[AGENT][NEUTRAL] OK, so I'm not seeing any active policies.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let me check something else.
[AGENT][NEUTRAL] May I have his date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so I did pull that policy up. Could you verify your date of birth for me please [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I do need to verify the mailing address listed on file.
[CUSTOMER][NEUTRAL] Mhm, uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And is there an email address that you would like to enter into the system for your husband?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] It's two of them. It's 2. It's so it's [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I will get that updated in the system now for this policy, it's showing that we have an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, and were you just needing the policy number or what information was needed?
[CUSTOMER][NEUTRAL] Well, I, I need whatever information I need and um if there's a portal so I can look up and see what it covers and whatever I just need.
[CUSTOMER][NEUTRAL] Whatever I need to look at it and to use it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for this policy you would have to set up a username and password which is normally would have to be your spouse since this is his policy, he will have to answer some questions and set up a username and password, but the policy number is 02.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 58.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I can do that on is is it on the APL website?
[AGENT][NEUTRAL] The website is secured, that is [PII].
[AGENT][NEUTRAL] U R E D.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, yeah, I see it.
[CUSTOMER][NEUTRAL] And so hold on I'm on it right now so so I would click.
[AGENT][NEUTRAL] I'm a new user.
[CUSTOMER][NEUTRAL] Yeah, I got that.
[CUSTOMER][NEUTRAL] And then um I put in his social or the policy number.
[AGENT][NEUTRAL] What is it saying up under there for?
[CUSTOMER][NEUTRAL] Um, hold on one second
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I can pull the portal as well. Let me check that for you.
[CUSTOMER][NEUTRAL] Uh, so it says, OK, I'm a new user, it says the I'm the role, so it says I'm an individual with an APL insurance. I'm an employer or group who offers APO products.
[AGENT][NEUTRAL] It is, I am an individual.
[CUSTOMER][NEUTRAL] I'm a writer or an agent.
[CUSTOMER][NEUTRAL] I'm an individual. OK, so next, so the last name is [PII] and it says Social Security number a member ID. So I put his social or that number you gave me, is that a member ID or a it says not policy number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You will actually, right, so you will actually use his social because with the number I gave you is his policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It says no information was found in the system.
[AGENT][NEUTRAL] Let me check the social.
[CUSTOMER][NEUTRAL] And I used, yeah, I used his social security number.
[AGENT][NEUTRAL] OK, what was his social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that is the number that we do have in the system as well.
[CUSTOMER][NEUTRAL] OK, so last name [PII], Social Security number [PII].
[CUSTOMER][NEUTRAL] Rental zip residential zip code [PII] email and then his date of birth. I put [PII].
[AGENT][NEUTRAL] What was the um residential address zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that is the correct information that we have.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me see what it does for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it APL or API?
[AGENT][NEUTRAL] It's APL.
[CUSTOMER][NEUTRAL] American Public life.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for me it actually went to the next step which would be to create a username and password.
[CUSTOMER][NEUTRAL] OK, well let me try again if I can.
[CUSTOMER][NEUTRAL] Alright, let's go back to the beginnings of new user. I'm an individual with an APL insurance policy. Next, last name is [PII]. Social Security number [PII]. Residence zip code [PII]. Email and I put my email in there, the one that I gave you, right?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, that will be the email address that's in our system.
[CUSTOMER][NEUTRAL] OK, so date of birth [PII].
[CUSTOMER][POSITIVE] Oh, it did OK it went to the next step.
[CUSTOMER][NEGATIVE] I must have just been typing something wrong, you know.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, it looks like I got it thank you very much.
[AGENT][POSITIVE] You're welcome thank you so much for calling American Public Life, [PII], have a great day and also you do know that you can download the ID card as well on that website as well?
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Yeah, yeah, I figured I could. I just, that's why I went to get it. I wanted to get all the information I needed. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling American Public Life bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.