AccountId: 011433970860
ContactId: e29aa3ea-3066-4004-a04b-7c41fb5e968b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 684039 ms
Total Talk Time (AGENT): 108741 ms
Total Talk Time (CUSTOMER): 200582 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/e29aa3ea-3066-4004-a04b-7c41fb5e968b_20250610T20:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I'm trying to get access to my um.
[CUSTOMER][NEGATIVE] My insurance cards and it send me to this website asking me to log in but I never had a log in I don't think.
[AGENT][NEUTRAL] OK, so um if you have not, you just need to create the account. I can go ahead and check and see if we have everything, um, if I can verify everything for you to create the account. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Mr. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Uh, this one's a good [PII].
[AGENT][NEUTRAL] OK, and may I have the policy number if you have it?
[CUSTOMER][NEUTRAL] Uh, I don't have it actually. That's the, that's why I'm actually calling to get all the information.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] How do you spell the last name? Yes.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh, [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You said date of birth and address, right?
[AGENT][NEUTRAL] The date of birth, the mailing address and the email address.
[CUSTOMER][NEUTRAL] OK, my birthday is [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] OK. Do you wanna go ahead and try to create an OSC account so you can get a temporary card?
[CUSTOMER][NEUTRAL] Um, I'm doing it right now just to see if it'll work because I, I didn't know what to do earlier that's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That was the problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It says my email address is not valid, so I'm not sure what to do with that.
[AGENT][NEUTRAL] I'm sorry, can you
[CUSTOMER][NEUTRAL] Oh I got put in the code from the email.
[CUSTOMER][NEGATIVE] No, it was telling me that um the code wasn't valid, so my, my email address wasn't valid and I didn't know I have to put in a code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, um, I'm logged in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I'm not sure which card to give to the medical provider.
[AGENT][NEUTRAL] OK, um, so the policy that has uh the card for the, for the medical is, let's see, well, hm, I don't see a medical policy. I see your accident, disability, life, and dental.
[CUSTOMER][NEUTRAL] Yeah, but see, I called the other day and they told me that same thing, but when they gave me the number to call um benefits on a car, they said I had, um, they said I had one. They had, I had insurance for um preventive screenings, I guess, blood screens, so physicals and stuff, so.
[AGENT][NEUTRAL] Oh, that, that's not with us. That's with IMA.
[AGENT][NEUTRAL] It's not with APL. So it's gonna be with IMA. I'm not sure if IMA has a website. That's a different company.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want me to transfer you over to IMA so they can give you instructions on how to get that?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK, bear with me, yeah, that's a different company. One moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and just for your records, the number is [PII]. Again, that's [PII] and it's gonna be option number one, OK? So I'm gonna go ahead and transfer you over. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Yeah, you're welcome and thank you for calling APL. Have a good afternoon. One moment while I transfer.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Administrator for benefits in a card members. Please select from the following options. If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][POSITIVE] All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent. We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line and we will be with you shortly.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][NEUTRAL] That's fair.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][POSITIVE] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail. We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us. If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.