AccountId: 011433970860
ContactId: d30a1656-dbc6-4056-b78d-fbc4e487737b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428040 ms
Total Talk Time (AGENT): 120725 ms
Total Talk Time (CUSTOMER): 160949 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d30a1656-dbc6-4056-b78d-fbc4e487737b_20250513T18:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see how can I get proof of my um benefits, my counsel insurance.
[AGENT][NEUTRAL] Mm OK. You need like the certificate information, your benefit information?
[CUSTOMER][POSITIVE] Yes, yes, the benefit information, yes.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] It's through my job and I was trying to look it up. All it just gives me is that it's through American public and it's a policy number just got high.
[CUSTOMER][NEUTRAL] That's all they got beside it.
[AGENT][NEUTRAL] Um, OK, um, let me do a name search, um, bear with me.
[AGENT][NEUTRAL] And let me have the spelling of the first and last name just to make sure I spell it correctly in the system.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And may I have your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And for security, may I have your date of birth and email address on file?
[CUSTOMER][NEUTRAL] Date of birth uh [PII]. Email oh I don't know if I did my school or my home [PII]
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like we have your school.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] You don't have the ISD email?
[CUSTOMER][NEUTRAL] I don't have what?
[AGENT][NEUTRAL] The ISD email?
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. All right, thank you. Yeah, that's the one we have. All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me go ahead and get this set up to send out to you. Um.
[CUSTOMER][NEUTRAL] Yeah, because I was trying to log in and create account online but it won't let me do it without the uh policy.
[AGENT][NEUTRAL] OK, let's see. Well, you don't need the policy to create an account. Um, I can go ahead, you need to use your social. Are you in front of the computer where we can try to get you in?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, I'm on here it's APL, right? Yeah, because, yeah, and then when I go to a new user, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I go I'm an individual or employee group.
[AGENT][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Individual. The first one, the first one, individual. Uh-huh.
[CUSTOMER][NEUTRAL] Which one employee group?
[CUSTOMER][NEUTRAL] Individual? Yeah, I did that and they said they couldn't find me. OK, let me see. [PII]
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I was sure.
[CUSTOMER][NEUTRAL] This is one time.
[CUSTOMER][NEGATIVE] Oh, that's probably why because I was doing the wrong email address uh dang it.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] That's exactly why now that you say that.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's see what he say.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh yep, it's letting me do it now, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm just gonna wait to make sure you can get in, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I need to put a special care with me.
[CUSTOMER][NEUTRAL] Let's do
[CUSTOMER][NEUTRAL] Oh, they're not matching? Hold on.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] OK, let's see how you.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] They have so you can see when that is that the real person.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] OK, it, it, it pulled up um.
[AGENT][NEUTRAL] OK. If, if you
[CUSTOMER][NEGATIVE] I don't even know how to read this stuff.
[AGENT][NEUTRAL] If, if you want to view the information of your policy, like your certificate and documents, you just double click that policy number, it's gonna be blue, just double click that number.
[CUSTOMER][NEUTRAL] OK, why did I put my kid did my the application like, covered, so all these people on here are covered, right?
[AGENT][NEUTRAL] Um, mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess that's what they mean is they cover depending me, my and my kids, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, yes, single parent, mhm, that's correct.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today? Any other questions or concerns, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You're welcome. Have a good, OK?
[CUSTOMER][POSITIVE] Yeah you too bye.
[AGENT][POSITIVE] Thank you, bye bye.