AccountId: 011433970860
ContactId: c9af8d43-0cd2-49dc-9231-6b4110bc5491
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450480 ms
Total Talk Time (AGENT): 212603 ms
Total Talk Time (CUSTOMER): 140768 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c9af8d43-0cd2-49dc-9231-6b4110bc5491_20250303T21:10_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] Uh, hi [PII], how are you?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][POSITIVE] Pretty good, pretty good.
[AGENT][POSITIVE] Good, well, how can I help you today?
[CUSTOMER][NEUTRAL] Um, two things I was looking, well, actually I have my, uh, the AP, um, card.
[CUSTOMER][NEUTRAL] Um, however, they're asking for like, uh, I guess a member ID, um, and on the card itself it only has like a group number.
[CUSTOMER][NEUTRAL] So I wanna know if you guys can send me on uh I guess a newer version if it if you have that will have them.
[CUSTOMER][NEUTRAL] Member ID?
[AGENT][NEUTRAL] OK, so you have a policy with APL but you don't have an ID card?
[CUSTOMER][NEUTRAL] Well, the one that I have, I guess is outdated because it's old.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can help you with that, and who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] [PII], is that correct? And your last name, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Byas I'm not part of the.
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] Um, but I can give you all the information you need.
[AGENT][NEUTRAL] OK, so you do or do not have a policy with APL M. Baez?
[CUSTOMER][NEGATIVE] No, no, no, I don't.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] My the company I work for, they do have and and I'm actually making a call for my boss um and they were asking for a member ID which his card doesn't have that.
[AGENT][NEUTRAL] OK, Ms. We, so I will help you the best that I can. Uh, what is a good callback number for you please, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 392.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] I will need to be able to look up the information for the person that you're calling about first off, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the, do you have the full social security number?
[CUSTOMER][NEUTRAL] Uh, no, I don't.
[AGENT][NEUTRAL] OK, what is the person's last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] [PII],
[CUSTOMER][NEUTRAL] it's it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm mhm. OK.
[AGENT][NEUTRAL] And the first name, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so just one moment please.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And does the card you have say American Public Life?
[CUSTOMER][POSITIVE] Yes it does.
[AGENT][NEUTRAL] OK, there should be another number also on there, [PII], a policy certificate, an in hospital or outpatient number.
[CUSTOMER][NEUTRAL] Yeah, those it has a group number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] And it has in hospitals benefit and an outpatient benefit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you could please first, there's several things I'm going to have to verify for security. So if you could first please verify the member's date of birth.
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][POSITIVE] Thank you. And also the home mailing address?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Give me 1 2nd, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the primary number that we would have for the member?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Now, in order to process any type of request, [PII], on this policy, I will have to receive authorization if he can get on the phone to give me that in order to be able to order this, but I can't for security purposes, it would have to, you know, I have to receive his approval.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no problem, give me one second, I'll put him on.
[AGENT][POSITIVE] Sure, mhm, thank you.
[CUSTOMER][NEUTRAL] The wild.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Hi, this is [PII] with APL. How are you doing today?
[CUSTOMER][POSITIVE] Uh, good, good.
[AGENT][NEUTRAL] Good. So, [PII] was calling because she said that you were in need of an ID card. Is that correct?
[CUSTOMER][NEUTRAL] Yes, it's me and my family it's the same card, no.
[AGENT][NEUTRAL] OK. Yes, sir. I can, I can process that request. I'll be happy to order it, but I was explaining to her for security purposes, we can only do, you know, certain things without your authorization.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry, I lost you and do what? for security purposes what?
[AGENT][NEUTRAL] With
[AGENT][NEUTRAL] Yes, we, I have to have your approval or your request to to order the ID cards, but I will be happy to do that. I also do need to add an email address on file for you, Mr. [PII], so that you have the ability to set up your online profile with APL and that would go ahead and give you access to your ID cards. So what email address would you like to have added?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] My [PII].
[AGENT][NEUTRAL] So, [PII], did you say [PII]?
[CUSTOMER][NEUTRAL] Yahoo.
[AGENT][POSITIVE] [PII]. I'm so sorry. OK.
[AGENT][POSITIVE] OK, so I'll be happy to order those ID cards to be mailed to you. It does take about 10 business days to receive, and I'm also going to email you the user guide for our portal so that you can go ahead and set up your profile and that way you'll have access to your ID cards now. You're very welcome and is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] No thank you so much.
[CUSTOMER][POSITIVE] Thank you so much good bye bye.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. I hope you have a nice evening.
[CUSTOMER][NEUTRAL] Bye.