AccountId: 011433970860
ContactId: c88124a4-baa3-4c10-957e-ef165b60cab0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423790 ms
Total Talk Time (AGENT): 205356 ms
Total Talk Time (CUSTOMER): 123638 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/c88124a4-baa3-4c10-957e-ef165b60cab0_20250211T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I wanted to, um, call and see if um I can gain some assistance, uh, in getting a few additional, um, ID cards for my family as well as trying to access the, uh, my own portal online.
[AGENT][POSITIVE] OK, yes ma'am, I can help you with both. um, can I please get your name?
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK and then what is your um phone number please just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] 02576853.
[AGENT][POSITIVE] OK, thank you so much. Let me pull your policy up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then I'll also need for you to verify your address, phone number and email address that we have on file for you.
[CUSTOMER][NEUTRAL] Uh, [PII], and it might be [PII].
[AGENT][NEUTRAL] OK, it looks like I've got a [PII].
[CUSTOMER][NEUTRAL] Uh, so [PII].
[AGENT][NEUTRAL] Yes, that's correct, thank you so much I appreciate you verifying that and then the number that you gave me um to call you back on if we're disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yeah it's my cell.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate it.
[AGENT][NEUTRAL] OK, are you signed up for the online service center now?
[CUSTOMER][NEUTRAL] Well I'm on the uh the I'm on the web page now and um I I don't know how uh you know because I'm the kind of the employer as well so I need access to like the group portal and then individually myself my my portal so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right. Let me look because we have had some issues with it today, not acting right, um.
[AGENT][POSITIVE] So I wanna go in myself and make sure.
[CUSTOMER][NEUTRAL] Well, before we do that, would you be able to just um order my additional cards before we uh kind of.
[AGENT][POSITIVE] Absolutely, yes.
[AGENT][NEUTRAL] Yes, I'm gonna order those cards for you to be mailed to the home address that you provided for me.
[AGENT][POSITIVE] I'm taking care of that right now for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How many do you need, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh well, I would like 3 additional if that's possible, but uh sometimes I've got 3 dependents plus my husband so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I'm gonna go ahead and order it 3 times for you. That way you can get 3 of them.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I've got those cards ordered for you, Miss [PII]. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh, well, no, that's it, uh, but I'd like to gain access to, um, the, the website, so.
[AGENT][NEUTRAL] Yes ma'am, let me look at it real quick and see if it's I know they're that they're working on it.
[AGENT][NEUTRAL] So we may not be able to get in today, but let's look and see.
[AGENT][NEUTRAL] OK, I was able to get um get to your name on the website. Can you get completely out try to sign in again under your username?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I mean I, I, I don't know if I know my password or my username, so should I just um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can give you your username and then you can reset it so that you can uh change your password.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Now do you have the user name uh for the for myself as the employee and member and then also as the employer?
[AGENT][NEUTRAL] OK, let me look quick. Let me first look at at yourself. I've got [PII]
[AGENT][NEUTRAL] 0
[AGENT][NEUTRAL] and this is lower [PII]
[AGENT][NEUTRAL] As your username for your.
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] So [PII] I all lower case for my personal username.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, that's for your personal and then let me look for your group real quick for you.
[AGENT][NEUTRAL] It's gonna be just a minute.
[AGENT][NEUTRAL] OK, and just for verification purposes, can you just verify the physical address for the group for me Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. I appreciate
[AGENT][POSITIVE] Yes, I appreciate that very much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like you've not signed up on the online service center for the group yet because I don't have a right so I don't have a um username for you so you'll just need to go in there and sign up for your group and um choose the option that you're.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] You you're the um administrator for the group and sign up on the online service center.
[CUSTOMER][POSITIVE] Oh OK all right I got you.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] Is there anything else I can help you with before we go? You're so welcome, Ms. [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Um, uh, can I ask you how, how long until I get the ID cards? Is it about 5 to 7 working days?
[AGENT][POSITIVE] Yes ma'am, yes ma'am they should process overnight and they should be able to mail them out in the next couple days.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you very much I appreciate it.
[AGENT][POSITIVE] You're, you're very welcome. Bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye now.