AccountId: 011433970860
ContactId: c0d06188-2ed6-450d-a179-79667de38da5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 528900 ms
Total Talk Time (AGENT): 222879 ms
Total Talk Time (CUSTOMER): 117100 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/c0d06188-2ed6-450d-a179-79667de38da5_20250305T15:00_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] Yeah, ma'am, um, I lost my, my approval insurance. I would like a copy if you get a copy, send me a copy.
[AGENT][NEUTRAL] OK, did you say you were needing?
[CUSTOMER][NEUTRAL] Because um
[AGENT][NEUTRAL] Are you needing an ID card, 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][NEUTRAL] Did you say the last name is [PII], is it?
[CUSTOMER][NEUTRAL] One and actually it's not it.
[CUSTOMER][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] Ma'am, it's not the card. It's I need uh the paper where it says that I had for so many months I had insurance to do my taxes.
[AGENT][NEUTRAL] OK, so you're trying to get tax information for filing, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, that's just some proof that I, I have insurance this month that I've been working when I do my taxes.
[AGENT][NEUTRAL] OK, yes, sir. So I'll be able to assist you once I can get your information pulled up and some information verified. So if you will spell your last name for me please.
[CUSTOMER][NEUTRAL] Deal is [PII]
[AGENT][NEUTRAL] I'm so sorry but I cannot.
[AGENT][NEUTRAL] Could you please, could you please spell your name again?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, and Mr. [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Uh, a number you could call it's um [PII].
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] And what is your policy number please Mr. [PII]?
[CUSTOMER][NEUTRAL] My, my what? My policy or?
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] And let me, let me check it. hold on give me a second. I don't know.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's see, I think you're saying like the, the employee, no, no, that's the employee's ID.
[AGENT][NEUTRAL] It's, it would say policy sir yes sir, yes sir, it does have it on your card.
[CUSTOMER][NEUTRAL] Do they have it on the car insurance?
[CUSTOMER][NEUTRAL] Cause there's, there's one, there's um that says employee ID and it's um D 46.
[AGENT][NEUTRAL] No, sir. Yes, so that would be the number that I need. There should be another number also on there that says policy cert or policy certificate.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] What is your full social and I can, yes sir, what is your full social so that I can try and look up your information that way?
[CUSTOMER][NEUTRAL] Policy policy.
[CUSTOMER][NEUTRAL] My, my whole Social Security or what did you say?
[AGENT][NEUTRAL] Yes, sir, that is what I said.
[CUSTOMER][NEUTRAL] OK, it says it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], I will need to verify several things with you first for security purposes. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and also your home mailing address please?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] Your zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you and lastly your uh email address please.
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. So give me just a couple of moments, please.
[AGENT][NEUTRAL] OK, bear with me just a moment while the system is still loading some information for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, I see that this is through your employment with hospitality staffing solutions, is that correct?
[CUSTOMER][NEUTRAL] In this ma'am.
[AGENT][NEUTRAL] OK, so for
[AGENT][NEUTRAL] For your particular employer, this is not major medical coverage that you have with APL so you would need to speak to your employer regarding this for this form to be provided.
[CUSTOMER][NEUTRAL] Oh, it was, it was, they gave me this number for me to call you guys to get a copy.
[AGENT][NEUTRAL] OK, yes, so, well, I'm, yes, so I'm very sorry about that, but we're not a major medical insurance company, so we do not provide those types of forms for this employer you would need to contact.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, the hospitality staffing solutions.
[CUSTOMER][POSITIVE] Oh OK then man thank you appreciate it.
[AGENT][NEUTRAL] Well, you're welcome. And then one last thing, Mr. [PII], did you ever set up your profile in our portal here at APO called the online service center so that you can have access to your information online.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Like your ID cards and policy information. OK, I can actually email you a user.
[CUSTOMER][NEUTRAL] Mm, I haven't what.
[CUSTOMER][NEUTRAL] No, I haven't.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] with the instructions on how to set that up if you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so give me just one moment, please.
[CUSTOMER][NEUTRAL] OK, that, that.
[CUSTOMER][NEUTRAL] That'll be fine.
[AGENT][NEUTRAL] I that the address is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, you had said you spelled it a while ago, but I just wanted to double check that I heard.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Correctly, OK, so give me one moment please.
[AGENT][NEUTRAL] OK, so the email that I will be sending to you will come from [PII] and I have put APL in your subject line for you so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, again, is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that'll be it, man. Thank you. I appreciate it.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Yes, sir. Thank you. Bye-bye.