AccountId: 011433970860
ContactId: d4cc381f-85be-4165-80e5-3dcb8a4fd690
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291179 ms
Total Talk Time (AGENT): 178122 ms
Total Talk Time (CUSTOMER): 85060 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/d4cc381f-85be-4165-80e5-3dcb8a4fd690_20250605T19:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] This is gonna sound really ridiculous. I'm just calling to see if I have a.
[CUSTOMER][NEUTRAL] Not a claim, but if I'm a member.
[AGENT][NEUTRAL] OK, so you're wanting to see if you have a policy that's active with APL?
[CUSTOMER][POSITIVE] A policy, yes, I could, yes.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have a policy number, Ms. [PII], that you're wanting to see if it's active?
[CUSTOMER][NEUTRAL] I do, I do. It's um 00632134.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] Because I got on the website and it wouldn't, it wouldn't do anything it said I didn't have any.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, so give me a moment Miss [PII] to get your information pulled up and then once I do, I will need to verify several things with you first for security purposes. So first off, if you could please uh verify your date of birth.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and the um phone number that we have on file for you is the same as the one that you gave me, so that is the best contact number we should have, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and the last piece of information is going to be your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Ms. [PII], so I can see, um, first off, your policy, yes, ma'am, it is active. Your dental policy, it is active with us. Now, as far as you trying to log into the portal, I know that was kind of confusing, but we did have an upgrade to our portal this past week.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you will have to set up your profile again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you go to the online service center page right below where it says log in.
[AGENT][NEUTRAL] It says create your OSC.
[AGENT][NEUTRAL] Account
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So you will just click there and set up a new profile. When you get to the screen that ask you like for your um.
[AGENT][NEUTRAL] It's gonna ask you, there's like 5 boxes, and I'll ask you for your last name, social, or member ID that screen, 3 of those have a red asterisk beside them, and that's actually the only boxes you need to fill in. So that'll be your last name, your email, and your birthday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this time the portal will have a couple of security, additional security features, so you're gonna have to receive a couple of different security codes, but that's, that's why you couldn't log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it's good until when?
[AGENT][NEUTRAL] Uh, currently your policy is page 71.
[CUSTOMER][NEUTRAL] My policy.
[CUSTOMER][NEUTRAL] OK, so if I just wanna cancel it, I just don't repay it, is that what I do?
[AGENT][NEUTRAL] Uh, yes, ma'am, or you can request call to have it, um, to request that it be canceled.
[AGENT][NEUTRAL] Are you wanting to do that now or are you wanting to wait?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I do want, well, let's just wait, but yeah, I'm gonna cancel it when it's time.
[AGENT][NEUTRAL] OK. So just, just give us a call back when you're ready for it to be canceled and we'll be able to take care of that for you.
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] All right sounds good.
[AGENT][NEUTRAL] OK, well, is there anything else that I can help you with? Yes, uh-huh.
[CUSTOMER][POSITIVE] OK, well thank you because I.
[CUSTOMER][NEGATIVE] No, and it's a shame I don't know that I have the insurance. I mean, I've had it since [PII]. You think I would know that when I pulled up my paper, I do see that it's a yearly payment. It's not a monthly, so that's what confused me, I guess.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] So OK, no, that's it.
[AGENT][POSITIVE] OK then, well, if that's all, Ms. [PII], that I can help you with, thank you again for calling APL and I hope that you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] OK, well that is