AccountId: 011433970860
ContactId: dee4892d-2fba-4574-8dfa-09f23dc9cc6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326910 ms
Total Talk Time (AGENT): 112167 ms
Total Talk Time (CUSTOMER): 105270 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/dee4892d-2fba-4574-8dfa-09f23dc9cc6e_20250519T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I'm calling to see how can I, I'm trying to register the account um so I can download the uh the ID cards.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um, or I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] OK, I'm gonna give you my social. That's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And what was your first and last name?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is this for your dental?
[CUSTOMER][NEUTRAL] Um, for the medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get that policy pulled up real quick.
[AGENT][NEUTRAL] OK, could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have a good call back in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then just need two more pieces of information, your address and email address.
[CUSTOMER][NEUTRAL] OK, email is gonna be no [PII], and address is [PII].
[AGENT][NEUTRAL] OK, um let's see. Are you on a laptop or desktop?
[CUSTOMER][NEUTRAL] Um, I'm on my phone.
[AGENT][NEUTRAL] Uh, it has to be on a laptop or desktop.
[AGENT][NEUTRAL] Do you have access to that?
[CUSTOMER][NEUTRAL] Um, not at the moment.
[AGENT][NEUTRAL] OK, um, I can email you the instructions when you're ready um to to log in, but it it does have to be on a laptop or desktop.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] OK, yeah, so just email me the um instructions and I'll um try to get a laptop. If not, I'll just reach back out um do you know the name of the plan?
[AGENT][NEUTRAL] Uh, the plan name is, it's HI 1721L. So it's a hospital indemnity plan.
[AGENT][NEUTRAL] So, um, but the, the name is HI 1721L.
[CUSTOMER][NEUTRAL] OK, um, so that's, so it's not like, um, Blue Cross Blue Cross and Blue Shield or something like that, right?
[AGENT][NEUTRAL] No, it's, it's not like that at all. No, this is a very limited like hospital indemnity plan. It's not like major medical.
[CUSTOMER][NEUTRAL] Oh, OK, alright, um, OK, so yeah, I'll just take the information then and um, yeah, once I get, I probably have to go to the library or something, and I'll get a laptop.
[AGENT][NEUTRAL] OK, I'll email that over to you and then if you have any issues at all just give us a call back, OK?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] And I'll just give us a call back.
[CUSTOMER][NEUTRAL] Um, so one last question would be, um, so this plan will cover, cause I know it takes effect in on the first of, uh, next month, um, so this will cover like regular doctor visits, correct?
[AGENT][NEUTRAL] So it looks like we've got you effective 7-12025.
[CUSTOMER][NEUTRAL] 07.
[CUSTOMER][NEUTRAL] Oh, I thought it was next month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it shows 71 2025 and then
[AGENT][NEUTRAL] This, let's see, let me pull up what we have.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Um, so it looks like, let's see, office visits.
[AGENT][NEUTRAL] It pays the maximum, and this is not a guarantee of payment, it's a basic outline of your policy. So for office visits, it will pay $75 per visit up to 6 visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] All right. Yeah, so that should be fine then. Um,
[CUSTOMER][NEGATIVE] Yeah, I was just trying to do it on my phone and I didn't know, so I tried so many times like damn, I don't know what's going on like I can't even do anything. It just.
[AGENT][NEUTRAL] Yeah, sorry about that. Yeah, that's why unfortunately, we don't have a phone app, so, but I'll send that over to you through email and then when you get ready, you can um follow the instructions and then get your account set up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, that works. Thank you.
[AGENT][POSITIVE] OK, thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.