AccountId: 011433970860
ContactId: b21a0aca-509c-4efe-aa5d-4769dfa97db5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443640 ms
Total Talk Time (AGENT): 263268 ms
Total Talk Time (CUSTOMER): 127611 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/b21a0aca-509c-4efe-aa5d-4769dfa97db5_20250501T14:49_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My insurance kicked in today and I haven't received any insurance cards.
[AGENT][NEUTRAL] OK, so you're new with APL and you're wanting to see if your ID cards are available yet because you've not received any, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, sir, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, and Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your full social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. Give me just a moment please to try and locate your information.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, Mr. [PII], so I will have to first verify some things with you for security purposes. So first of all, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII], right off the [PII].
[CUSTOMER][NEUTRAL] I'm at [PII] right off to [PII].
[CUSTOMER][NEUTRAL] And the area code I don't know cause I'm new to this area.
[AGENT][NEUTRAL] You don't know your zip code, you mean?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. uh, the phone number that we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you and the last thing to verify is going to be your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your information with me, Mr. [PII]. So I do see that we did mail ID cards out in March, on [PII], but you've not received that. Is that correct?
[CUSTOMER][NEUTRAL] Uh, what would it be in the packet?
[AGENT][NEUTRAL] Uh, it would have come from APL or American Public Life Insurance.
[CUSTOMER][NEUTRAL] Cause I only got
[CUSTOMER][NEUTRAL] Yes, and I only got one, I only got 2 packs.
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] Oh, I'm sorry, did you receive any ID cards from APL? Because you should have received dental cards and a hospital and for ID cards for your hospital indemnity plan.
[CUSTOMER][NEUTRAL] Uh, only, only ID.
[CUSTOMER][NEUTRAL] Uh, only thing I got is.
[CUSTOMER][NEUTRAL] Um, dental Group Valley Dental card, that's it.
[AGENT][NEUTRAL] OK. So you should have also received a sep it probably would have come separately, but it would have been for your hospital indemnity plan. Now, I'm, when you received your dental cards, it had information in there, Mr. [PII], about setting up your profile in our portal called the online service center. Have you done that yet?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh no, ma'am, I didn't. I.
[AGENT][NEUTRAL] OK, so I'm going to email you the user guide, Mr. [PII] for that portal because it gives you some information on uh not only setting it up but the different uses that you can do in the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you will have access to your ID cards there. The two policies that you have with us that have ID cards are your dental and then your hospital indemnity plan. The other two policies, you'll just see your policy numbers and your policy certificates are also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the portal, but those two policies don't, 2 of your policies have ID cards and 2 of them do not, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will send you that email in just a moment when we get off of our call so that you can go ahead and set that up and be able to print out your ID cards or have access to your ID cards for your hospital indemnity plan.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Now, I can give you that number, but you will also see this in your portal.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] So if you'd like to write it down though, I'll be happy to give it to you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so the policy number for that is 260.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] 8776.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 8776.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh. And that's for your hospital in
[CUSTOMER][NEUTRAL] So 2608776.
[AGENT][NEUTRAL] Yes sir, that is correct and I have already emailed you that user guide so it should be in your inbox um if you don't see it in your inbox, you might wanna check your junk or spam folder.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But again, it's gonna come from [PII] at [PII] and I did put APL online service center in the subject line for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so let's say which role best describes you?
[CUSTOMER][NEUTRAL] So just on an individual with APL insurance.
[AGENT][NEUTRAL] It's gonna be, yes, yes, sir. That is correct. I'm an individual. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Social security number.
[AGENT][NEUTRAL] And then you're
[AGENT][NEUTRAL] Yes, sir. You'll just fill in those 5 boxes with that requested information.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What's what's the zip code?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I feel like they should be free. 56.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Jesus.
[CUSTOMER][NEUTRAL] You know he doesn't play.
[CUSTOMER][NEUTRAL] See that, see that.
[AGENT][NEUTRAL] And then I'm also, and also Mr. [PII], since for whatever reason you didn't receive the ones that were mailed to you, I've also requested that more cards be mailed as well. Now that can take up to 1010 business days maybe or even a little longer, but they should also be coming to you as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I, I gave him my new address, so I don't know why they didn't come.
[CUSTOMER][NEUTRAL] The other one's dead.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, sir. I'm, uh, you know, unfortunately, I don't have the answer for that one, but I definitely have requested more be mailed to you.
[CUSTOMER][NEUTRAL] OK. That's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, is there anything else that I could help you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] OK, well then thank you so much for calling A oh you're welcome and thank you for calling [PII]. I hope that you have a very nice and safe day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, ma'am. You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] I'm gonna, I'm gonna help somebody.