AccountId: 011433970860
ContactId: d3aa78b7-e318-40e3-8772-d5d8c2194817
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490989 ms
Total Talk Time (AGENT): 227304 ms
Total Talk Time (CUSTOMER): 191734 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/d3aa78b7-e318-40e3-8772-d5d8c2194817_20250403T12:15_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] Hi, [PII]. My name is [PII]. Um that's [PII] Um I just wanna make sure that um
[CUSTOMER][NEUTRAL] All my coverage is good. Um, I'm, I'm getting some strange bills from doctor's offices that I didn't get last year and so I just wanted to make sure I'm still covered.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. What is
[AGENT][NEUTRAL] OK, Ms. [PII], so you just want to verify that your policy is still active with APL is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. and Miss [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] you have to call me back.
[AGENT][NEUTRAL] No, ma'am, I'm getting that
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Number said that in case our call were to drop I could call you back.
[CUSTOMER][POSITIVE] Oh, I understand, I understand. I'm sorry.
[AGENT][POSITIVE] I said that I'm getting your number so that in case we get disconnected, I could call you back.
[CUSTOMER][NEUTRAL] Understood, understood. I apologize. It's, uh, it's early.
[AGENT][NEUTRAL] That's OK. That's all right. And do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, um, what do I?
[CUSTOMER][NEUTRAL] Do you need the pay or ID group number? What do you need?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, ma'am, there should be another number on the front of your card. Maybe it could.
[AGENT][NEUTRAL] Say a policy, policy certificate, settle or outpatient. It just depends on the type of policy you have as to how it's worded.
[CUSTOMER][NEUTRAL] Oh, OK. Um,
[CUSTOMER][NEUTRAL] OK. I have in hospitals benefit certificate number and outpatient benefit certificate number.
[AGENT][NEUTRAL] You may give me either one. Yes, ma'am, you may give me.
[CUSTOMER][NEUTRAL] Will one of those work?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Either one.
[CUSTOMER][NEUTRAL] OK, 023.
[CUSTOMER][NEUTRAL] 446.
[CUSTOMER][NEUTRAL] 14.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lamb, and 7.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Give me one moment please to get your information pulled up.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] OK, and Ms. [PII], I will need to verify several things with you first for security and then also any information that I do provide for you would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you and lastly your email address and this does appear to be your work email that we have.
[CUSTOMER][NEUTRAL] Yes, uh, it's uh A [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all of your information. So, yes, ma'am, Ms. [PII], I do see that your policy is still active with APL. Uh, this, you've had this policy since [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you
[CUSTOMER][NEUTRAL] Correct, yes. OK. All right. And I don't need any new uh card num or card or anything like that. It doesn't have an expiration date on it though.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, ma'am. It does.
[AGENT][NEUTRAL] Then the only time that we would mail you a new card is if there is benefit change, um, to your policy. So, that would be the only time. Now, I do have one question for you. Have you ever set up your profile in our portal called the online service center?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you know, I thought I
[AGENT][NEUTRAL] Or has anyone ever told you about that?
[CUSTOMER][NEUTRAL] Well, I thought that I had or well, I thought that I, I had gotten an email from a very nice lady when I was changing my address.
[AGENT][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] And I went in this morning.
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] And I thought that I had not set it up.
[AGENT][NEUTRAL] Oh, you did.
[CUSTOMER][NEUTRAL] Oh I see, and but I don't have my password and it wouldn't let me reset it, so.
[AGENT][NEUTRAL] Hm, OK, so it should now.
[CUSTOMER][NEUTRAL] Let me go over to my computer. Hold on one second.
[AGENT][NEUTRAL] Were you trying to reset it from your cell phone or from another? Because I can give you the username, but we don't have access to your password, so.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You would just have to do the forgot password and reset it.
[CUSTOMER][NEUTRAL] Well, maybe I was putting.
[CUSTOMER][NEUTRAL] Maybe I was putting the wrong username and bear with me one second. Let me just get up and then.
[CUSTOMER][NEUTRAL] Running.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] I have so many usernames and passwords and things, so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, don't we all? Don't we all?
[CUSTOMER][NEUTRAL] Don't we all right?
[AGENT][NEGATIVE] I just wish we could have the same username and same password, but unfortunately.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know, wouldn't that be great? But then, then we would be.
[AGENT][NEGATIVE] These nice people who hack into all of our stuff can't yep, we can't do that. They get one, they get all, so.
[CUSTOMER][POSITIVE] Yeah, exactly, exactly.
[CUSTOMER][NEUTRAL] OK, let me go down here. If you, if you could give me my username, that would be great, and then I can go through the whole resetting the password, but bear with me here one second. Let me just get it in the right spot.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Uh, let's put it with the other.
[AGENT][NEUTRAL] OK, just let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] OK. I am ready.
[AGENT][NEUTRAL] OK, so it is all lower case.
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. All right. Ah, OK.
[AGENT][NEUTRAL] Yes ma'am, uh huh.
[CUSTOMER][NEUTRAL] That's why it didn't, it didn't, uh, like my.
[AGENT][NEUTRAL] Now, I
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see here. So your primary number needs to be your [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, that's my primary mhm.
[AGENT][NEUTRAL] OK, alright, let's see.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] Um, and then your email address does need to be the one that we verified. Is that correct?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] OK. All right. So you should be able.
[AGENT][NEUTRAL] To reset your password.
[CUSTOMER][POSITIVE] OK, alright, I will do that. Thank you so much for your time today. I really do appreciate it you set my mind at ease.
[AGENT][NEUTRAL] Oh, you are so
[AGENT][POSITIVE] Well, you are certainly welcome. It was my pleasure, Ms. [PII]. So, is there anything else this morning that I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then thank you so much for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Bye-bye.