AccountId: 011433970860
ContactId: af3bcaa0-9d0a-47da-9856-c65b4457832d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330170 ms
Total Talk Time (AGENT): 200350 ms
Total Talk Time (CUSTOMER): 97247 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/af3bcaa0-9d0a-47da-9856-c65b4457832d_20250603T12:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I was uh trying to look at my account online and it says that I don't have an account and I know I, I do unless I've been dropped.
[AGENT][NEUTRAL] OK, so you're trying to log into your online service center portal, but it's saying that you can't, OK, yes ma'am, I can try and help you with this. There was an update made to the portal. First off though, I will need to pull up your policy information and verify some things with you for security, and then we can go from there. So first off, who am I speaking with please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEGATIVE] Oh gosh, I don't have that with me. I'm in the hospital.
[AGENT][NEUTRAL] OK. Oh, I'm sorry to hear that. OK. So, um, [PII], are you the subscriber on the policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is your full social and I can try and look up your information that way.
[CUSTOMER][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] OK. And which policy were you trying to look at, Ms. [PII]?
[CUSTOMER][NEUTRAL] The hospital indemnity.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], any information that I am able to provide for you will be a verification of benefits and not a guarantee of payment, and I will need to um verify, as I said, several things with you first for security. So if you could please verify your name, I mean your date of birth, not your name but your date of birth.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number, one of the phone numbers, let's see that we have on file is the same as the one that you gave me is that your cell number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, thank you. So Miss [PII], there was an update made to the portal and because your policies are no longer active, I do not believe that you are going to be able to recreate your profile. When you went to the online service center, did it give you a prompt about a change made in the portal?
[CUSTOMER][NEGATIVE] No, it, it gave me, uh, told me to get a verified code and then um I got the verified code and then it said that I was not uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Recognized in the portal, but I do have a policy, don't I?
[AGENT][NEUTRAL] Uh, currently I'm miss.
[AGENT][NEUTRAL] [PII], and I'm sorry, I was.
[CUSTOMER][NEUTRAL] Cause I know I'm paying for it.
[AGENT][NEUTRAL] Yes, so give me just a moment to look at just a couple of things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, it says an account could not be found for the provider provided user ID.
[AGENT][NEUTRAL] OK, so according to our records under your social,
[AGENT][NEUTRAL] Your most recent coverage that you had with APL did term as of [PII].
[CUSTOMER][NEUTRAL] So who am I paying?
[AGENT][NEUTRAL] Now, that, that is a question that unfortunately, I am not able to answer. Um, let me look at your grapes information.
[AGENT][NEUTRAL] OK, so your group is no longer overall with APL. It's not just your policy, but your district is no longer with us. Yes, ma'am. So you would just need to reach out to your HR department.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To find out who you all are with now. Yes, ma'am, because I can't see that. I can just see that the entire group is no longer with us.
[CUSTOMER][NEUTRAL] And find out who, who, who is who.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] Well, that's a good, that's good information cause I was like, well I know I'm paying. I just didn't know it wasn't with you guys. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. So, yes, I would recommend you reaching out to them, but yes, ma'am. Oh, you're welcome. And is there anything else, [PII] that I could help you with this morning?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] Well, you are very welcome and thank you again for calling APL. I hope you have a nice day and I hope everything is OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Bye bye.