AccountId: 011433970860
ContactId: c4cc4a6b-0e61-4273-86a6-29f33c49d2ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 672429 ms
Total Talk Time (AGENT): 223120 ms
Total Talk Time (CUSTOMER): 224107 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/c4cc4a6b-0e61-4273-86a6-29f33c49d2ad_20250429T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how are you doing? um.
[CUSTOMER][NEUTRAL] Oh, I have a question. I have to verify my insurance. I have just got my dental cards, but I haven't got my medical cards and I need to go to the ER today. I was trying to see if I can get like a copy of it.
[AGENT][POSITIVE] OK. Yes, sir. I can help you with that.
[CUSTOMER][NEGATIVE] Or um and I, oh yeah, also I'm having trouble um logging in as a new user.
[AGENT][POSITIVE] OK, OK, I can help you with that too.
[AGENT][NEUTRAL] Now, do you happen to have your policy number for that dental policy?
[AGENT][NEUTRAL] And I can pull your account up that way.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, my policy number is 026.
[CUSTOMER][NEUTRAL] 17
[CUSTOMER][NEUTRAL] 082.
[AGENT][NEUTRAL] OK, thank you. And what is your name, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And can I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, Mr. [PII]. I appreciate that. And will you verify your birthday and address for me?
[CUSTOMER][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] And the address should be [PII].
[CUSTOMER][NEUTRAL] Um, that's [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And will you also verify your email address?
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate that. OK, I'm just getting your policy pulled up for your medical. Um.
[AGENT][NEUTRAL] OK, and I can email you a copy of that card, let's see.
[AGENT][NEUTRAL] Now are you trying to log in to your account do you want to do that now?
[CUSTOMER][NEUTRAL] Oh yeah, I'm, I was trying to, but it, um, I put my information in and it says that I had to call in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK. um let see.
[AGENT][NEUTRAL] Now would you go to that um you're clicking on um an individual with an APL policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And then it asks for your social and the um
[AGENT][NEUTRAL] Um, email address and your zip code, I believe.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Social
[CUSTOMER][NEUTRAL] Or a member ID. Oh, I can put the member ID I guess instead of my social.
[AGENT][NEUTRAL] Now that, that will have to be your social um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't put my socials the first time and it didn't go through.
[AGENT][NEUTRAL] OK, looks like there's a 0.
[CUSTOMER][NEUTRAL] Um, I'll try it again.
[AGENT][NEUTRAL] OK, I'm wondering because you have a 0 in front of the first number and I'm wondering if that I know what it could be, um, we have your last name as [PII] the 3rd, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it would have to be put in exactly like that. That may be what's going on.
[CUSTOMER][NEUTRAL] Uh, let me, uh, try it real quick.
[CUSTOMER][NEUTRAL] Yeah, it says oh there's been a problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and, um, my, yeah, I put it, well, my Social Security started off with a 0, so.
[AGENT][NEUTRAL] Just trying to look and see what.
[AGENT][NEUTRAL] Um, could be going on with it.
[AGENT][NEUTRAL] Because everything matches what you gave me a while ago, um.
[AGENT][NEUTRAL] I wonder if I take out the 3rd on your name if that will help.
[AGENT][NEUTRAL] Cause sometimes
[CUSTOMER][NEUTRAL] Is it like the III is it there like that or how does?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, uh, uh, yes, sir.
[CUSTOMER][NEUTRAL] OK, I put that.
[CUSTOMER][POSITIVE] Yeah, I play exactly that. Let me try again.
[CUSTOMER][NEUTRAL] Yeah, I have to exactly that maybe.
[CUSTOMER][NEGATIVE] That would, I don't know. I don't think that would work. I don't know. I really don't know.
[CUSTOMER][NEUTRAL] And I put my zip code is [PII].
[CUSTOMER][NEUTRAL] And my email on here is um the email that I gave you right is [PII], right?
[AGENT][POSITIVE] Yes sir, yes sir.
[CUSTOMER][NEUTRAL] And my birth, my date of birth is [PII]. Am I putting that wrong is am I put, should I just put [PII] that says all for [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm not sure what's going on.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And we, and you put lions like the uh lion's face and then I I uh.
[CUSTOMER][NEUTRAL] Yeah, I'll put the space.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh well.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, that was probably what it is. I put two spaces. Oh, that's that didn't go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm gonna try to bend my eye.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But um yeah, I, I'm not sure what's wrong with that, but um can you um definitely uh email me my insurance?
[AGENT][NEUTRAL] I sure can, yes.
[CUSTOMER][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Yes, and I do have your policy number for your medical um ID card if you want that, of course it'll be in the email, but um in case you want to write it down.
[CUSTOMER][POSITIVE] Yeah, I can get that.
[AGENT][NEUTRAL] OK. It is um [PII].
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 3079, OK.
[AGENT][NEUTRAL] And I don't know of anything, you know, going on with the online service center that you couldn't log in, so please try that again um.
[AGENT][NEUTRAL] I just do not see anything on your account because everything seems to match.
[AGENT][NEUTRAL] It should let you in, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'll try again probably later. Um, right now, I, I gotta, um, get back to work soon, so.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][POSITIVE] I'll definitely, I'll definitely get that done, but I appreciate all your help. I haven't um received the email yet, but I'll be waiting on it.
[AGENT][NEUTRAL] Um yeah.
[AGENT][NEUTRAL] OK, yes sir. I am just about to send that, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just sent it so you know you should have it in a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But yeah, um, I guess I'll try to um
[CUSTOMER][NEUTRAL] Try to do it again, um, on a, I'm gonna probably do it on a laptop, not my phone.
[AGENT][NEUTRAL] And a lot of times that is better and it's easier on the laptop for sure, yes. That very well could be the problem, you know, it's
[CUSTOMER][NEUTRAL] And see if that works.
[AGENT][POSITIVE] Giving you trouble, definitely on the laptop.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, thank you for all your help. Um, thank you for sending me the insurance card. I just got it.
[AGENT][POSITIVE] Oh, good. Yes, sir.
[CUSTOMER][NEUTRAL] And um I guess, I guess I'm um good for today.
[AGENT][POSITIVE] OK, yes, sir, if you need anything, just give us a call back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] OK. Well, thank you, Mr. [PII]. You have a good day.
[CUSTOMER][POSITIVE] I appreciate you.
[AGENT][POSITIVE] Thank you and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.