AccountId: 011433970860
ContactId: ba617bdb-d3ec-4db2-8a3f-b3bc1fd09869
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1203670 ms
Total Talk Time (AGENT): 500029 ms
Total Talk Time (CUSTOMER): 259863 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/ba617bdb-d3ec-4db2-8a3f-b3bc1fd09869_20250623T20:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, my name is [PII], and back in back in [PII] I through my work I have three different policies with you guys, um, I have never set up an online account. I kind of just forget about it, but it's coming out of my paycheck, so I went online to try to set up an account and it's like telling me this person isn't like it's not I'm it's not able to do it so I'm trying to figure out what I need to do. I have all three policies sitting in front of me.
[CUSTOMER][NEUTRAL] Um, but I'm just trying to kind of figure out how to gain access.
[AGENT][NEUTRAL] OK, so Ms. [PII], you're trying to set up your online service center profile, but you're getting an error message?
[CUSTOMER][NEUTRAL] Yes, yes, I am.
[AGENT][POSITIVE] Yes, ma'am. Well, I can help you with that. And so first off, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And what is your one of your policy numbers, your
[AGENT][NEUTRAL] Did you have?
[CUSTOMER][NEUTRAL] Um, let's see, one of them is um 01496475.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] What I'll need to do first off is to pull up your policy information and once I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me that policy number again.
[CUSTOMER][NEUTRAL] It's 01496475.
[AGENT][NEUTRAL] 01496475.
[CUSTOMER][NEUTRAL] Yeah, that's what it says on here like I said this was back in [PII] when this was taken out when I first started with my agency, um, but it.
[AGENT][NEUTRAL] OK, so that's OK, let's let me look up a different because that's not pulling you up. What is your full social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm so sorry, your voice cut out just a little bit on the last 4 numbers.
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. One moment.
[AGENT][NEUTRAL] OK. So first off, Ms. [PII], um, as I stated, I would need to verify several things with you for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][POSITIVE] Thank you and then also your home mailing address please.
[CUSTOMER][NEUTRAL] So the address on this policy is gonna be different than what it is now um.
[AGENT][NEUTRAL] OK, so we'll need, OK, so first off, we'll just need to verify what we have on file currently and then we can come back and I can update anything that we need to update.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, back then it was [PII], and that was [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. So we're again we'll finish verifying and then come back. The phone number that we have on file for you, it is also different than the one you gave me. What is another phone number that we could have had on file for you?
[CUSTOMER][NEUTRAL] Um, unless I gave my.
[AGENT][NEUTRAL] Maybe a landline or.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, this one ends in a [PII]. This one ends in a 26.
[CUSTOMER][NEUTRAL] Back then
[CUSTOMER][NEUTRAL] [PII] 0 gosh, that was my home phone. we haven't had that in forever.
[AGENT][NEUTRAL] OK. So, um, what is your current, your correct mailing address?
[CUSTOMER][NEUTRAL] OK, my correct address now is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] OK, so that's [PII] and still Ada in the same zip.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And then the phone number that we need to have on file, is that the number that you gave me the [PII]?
[CUSTOMER][NEUTRAL] Yes, that's my cell phone number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I do need to also add an email address for you on file, Miss [PII] so what email do you want to have on file?
[CUSTOMER][NEUTRAL] Um, I'll personal email that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, again, I'm gonna repeat that to make sure I heard that uh correctly as well. [PII].
[CUSTOMER][NEUTRAL] Yes, and you said [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so the reason that you probably were not able to set it up is just based on the old information so for example we had your um old address, the phone number was incorrect, and we were missing your email address and the email is one of the main things that is required now for the portal so do you want to try and set that up just to make sure you can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I can do it right now. I know it's terrible I haven't done this yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK and I can uh no well actually that's OK because that you haven't um we just recently had an update to the portal so anyone who already have an account is having to set up a new one so.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Um, it's all good. So it's all good. So you're not really, yeah.
[CUSTOMER][NEUTRAL] I'm not and so.
[AGENT][NEUTRAL] You're not behind. Mhm.
[AGENT][NEUTRAL] But I'm also going to, I have a user guide that I'm going to email to you as well that will just give you some tips um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the portal and using it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] While you're trying to sign in now when you get to the screen, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I think it like
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] No, I was just gonna say when you get to that one screen that's got like 5 boxes of information to fill in, if you try to populate all of it and it wouldn't accept it, just fill in the boxes with the asterisk.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, I think it's gonna let me do it, OK, and it wants me to do the verification code.
[AGENT][NEUTRAL] Yes, and you're, it's actually going to do that twice.
[AGENT][NEUTRAL] So you'll receive one and then you'll have to enter it or copy and paste it and verify and then create your password and then before you log in it's gonna send you another one.
[CUSTOMER][POSITIVE] OK perfect let's see.
[CUSTOMER][NEUTRAL] I told him to send me a code. Now I'm just waiting for my email to.
[AGENT][NEUTRAL] Yeah, and just, yeah, give it a minute cause sometimes they come through really quickly and then sometimes it takes just a couple of minutes to receive it.
[AGENT][NEUTRAL] And just so you know to the email that I've sent to you, it will come from [PII], and I did put APL online service center in your subject line for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here is your verification code no [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And to Miss what on your policy number for some reason the system put those ones on there, um, so that's what was throwing it off, but you shouldn't see that one when you're set up in the portal, it would just be 0, it should be [PII] and then [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, so it'll be, it will be that for all three policies then.
[AGENT][NEUTRAL] More than likely, um, let me look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, more than likely it will be. If they have ones on them, they should not.
[CUSTOMER][NEUTRAL] Got you, OK.
[CUSTOMER][NEUTRAL] I know it's been a long time since I set these up. I was a lot younger then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] Oh, I tell you, OK, so I think it let me set it up and now it's just send me another verification code like you said.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK, they're just getting to be paid for.
[CUSTOMER][POSITIVE] OK, yay, let me in. I'm up with the times now.
[AGENT][POSITIVE] OK, perfect. Perfect. And then because you've had these policies for the length of time you had, I I've only had time to check one of them, and it's not viewable to you at the moment in the portal, but I am making a request so that it will be, and that'll take, you know, a couple of days provided everything goes according.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To how it should.
[CUSTOMER][NEUTRAL] Uh, do you need the other two policy numbers as well?
[AGENT][NEUTRAL] No, ma'am, I can see those. No, I can see those. So, I'll make sure that that, that your policies are out there and, um, I'll send a request.
[AGENT][NEUTRAL] Where they should be placed out there again, that may take a couple of days for you to be able to see them, but it's just due to the amount of time that you've had the policy. Let me double check one of the other ones.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So yeah, I'm gonna have to request that on each of your 3 policies.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, give that a few days to see if you can see it. And if you can't, still can't see it within a few days, you can call us back, um, maybe by the end of the week.
[CUSTOMER][NEUTRAL] OK, I
[AGENT][NEUTRAL] And then we would have to go about requesting them differently than how I am. Hopefully, what I'm doing is going to work, um, and they'll be there but if not, then we'll, we'll just do it a little differently.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] For all
[CUSTOMER][NEUTRAL] So you're able to see the other two policy or do you need me to give you?
[AGENT][NEUTRAL] No, uh, uh, I can see them. Mm, I can see them. I just cross referenced once I pulled your information up.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] OK, so on the dashboard it has like a key number underneath my name. So is that like my
[CUSTOMER][NEUTRAL] It's like C 0067964 so what number is that exactly?
[AGENT][NEUTRAL] That's, that's just your customer number.
[CUSTOMER][NEUTRAL] Got you. OK, OK, so at some point all these will show up under my policy hopefully, um, when.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and they will each have their own policy number and yes, there will be 33 separate policies. Correct.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, for you, when I, when I filled this out, I did, um, I did like the type of coverage was for family, um, and at that point I didn't have my two children, so would this apply to them? Do I mean, did they, are they able to be added to these policies since it's a family policy or is it just me and my husband?
[AGENT][NEUTRAL] Now, that, um, let's see, so give me just one moment.
[AGENT][NEUTRAL] OK. So let me, let me check on that for you because I'm not, I, I honestly don't know um the answer to that. So give me just a second.
[AGENT][NEUTRAL] To see if I can get a quick answer and if not, what I'll do, if I can't get an answer pretty quickly, Ms. [PII], I will.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Send a request to have someone to research that and to call you, call you back once they've completed that. But I'm gonna see if I can by chance get just a, a quick answer.
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so I'm gonna just say.
[AGENT][POSITIVE] Thank you for your patience. I, if, if you can, I'll give it just another minute and if I still haven't gotten a response, then I'll just send that request to have someone check into that for you and get back with you if that's OK.
[CUSTOMER][NEUTRAL] Yeah, that'd be fine.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] There's someone's looking at it for me, so maybe, maybe they'll be able to answer our question.
[CUSTOMER][POSITIVE] Oh, it's, it's all good.
[AGENT][NEUTRAL] OK, so I've been told that
[AGENT][NEUTRAL] OK, so the children, if they're under the age of [PII] and they are, you know, paternal children, that yes, uh, we can send an application.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's because these, the rates, the policy, um, like on the cancer plan, that's because that, the family rate, it's either individual or family on that. So that's why that was done like that. So, um, would you like for me to send a request to have the application sent?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah you can do that and then I'll take a look at it and add them to it but just just so I kind of know what my options are.
[AGENT][POSITIVE] OK, sure. All right. Well, I'll be happy to submit that request for you and is there anything else, Miss [PII], that I can help you with?
[CUSTOMER][POSITIVE] No, I think that's great. It helped me a lot now I have, so we're good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you're very welcome. So it was my pleasure in speaking to you today, Ms. [PII]. So thank you again for calling APL and I hope that you have a wonderful evening.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you as well.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.