AccountId: 011433970860
ContactId: e6ae726c-249c-4305-a099-8e3efee39c50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 569309 ms
Total Talk Time (AGENT): 161540 ms
Total Talk Time (CUSTOMER): 178211 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/e6ae726c-249c-4305-a099-8e3efee39c50_20250602T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, um.
[CUSTOMER][NEGATIVE] That's weird. I just spent like 30 minutes on hold and then I called right back and you answered. It's really strange. Um.
[CUSTOMER][NEGATIVE] But uh so I called on Friday because I was having trouble setting up my login.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I did get my login set up and I have the confirmation email.
[CUSTOMER][NEGATIVE] But it's not taking my password and then when I try to reset my password, it tells me that it can't find my email.
[AGENT][NEUTRAL] OK, so I will send.
[CUSTOMER][NEUTRAL] And then also like when I set it up I have the sorry I have the confirmation email from you or from the from the online that says I set up a username but it's asking me for my email address when I go to log in.
[AGENT][NEUTRAL] No, no, no, you're fine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes, OK, so as of today, um, our online service center has undergone a huge change, so if you would have to create a new account. Yes, uh, uh, it's been quite a bit, um, but it's been a lot better now, so you would just simply create a new account using that same information.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] The biggest difference is going to be as you said um your username would be the email that you have.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, well that's better. I hate trying to remember user name um.
[AGENT][NEUTRAL] Same
[CUSTOMER][NEUTRAL] Hold on one second, just hang with me while I try to set it up.
[AGENT][POSITIVE] Sure, absolutely.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK thanks um alright so I just click create OSC account instead of log in.
[AGENT][NEUTRAL] Mhm. Yes, and then it would be, uh, same as before where you would choose, yes, individual insured.
[CUSTOMER][NEUTRAL] Insured.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] So no user was found with the information that was entered. Oh, you guys have my wrong zip code. That's why. Hold on and now hold on. You guys have my zip code wrong. Hold on.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] There we go OK.
[CUSTOMER][NEUTRAL] OK, to do and then I can um download cards on here ID cards.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] I think I'm almost there.
[CUSTOMER][NEUTRAL] We.
[CUSTOMER][NEUTRAL] oh
[CUSTOMER][NEUTRAL] Uh, do.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 10 fine girl it is.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hold up there.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Let's see here. OK, oh yeah, this is better.
[CUSTOMER][NEUTRAL] Alright so.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] It's taking that to load.
[CUSTOMER][NEUTRAL] 5906.
[CUSTOMER][NEUTRAL] OK, coverage details ID card, here we go.
[CUSTOMER][NEUTRAL] HD status active.
[CUSTOMER][NEUTRAL] Oh, that was last year. I see. OK, um, OK.
[CUSTOMER][NEUTRAL] Do do do.
[CUSTOMER][NEUTRAL] Where's the car? It says access to my card, but is it just this thing that says policy details?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, it should be.
[CUSTOMER][NEUTRAL] Is that the card?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, it doesn't have a number on it, like a ID number on it.
[AGENT][NEUTRAL] Let's
[AGENT][POSITIVE] Let's do this right quick if you don't mind. I'll go ahead and get your policy pulled up. Um, what was your name? I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Oh, there's the policy number. Oh, I see. OK, never mind.
[CUSTOMER][NEUTRAL] That's all I need, right? It's just like because I do see actually the policy number on here so it says an individual paid to date.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So it does say paid today through [PII]. I don't see one for this year actually.
[AGENT][NEUTRAL] That is going to be most that is actually probably the um effective date. um I know it can be a bit confusing, but wherever you go for treatment, that should be all they need is that policy number, and if they need any clarification regarding eligibility or anything like that, they can always give us a call. All we need is that policy number and then for them to be able to verify you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, the effective date says [PII].
[AGENT][NEUTRAL] OK, let's go ahead and get your policy pulled up right quick. Do you, do you see that policy number? Could you give that to me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's uh 246.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6750
[CUSTOMER][NEUTRAL] Actually there's another one for the prior year.
[AGENT][NEUTRAL] Uh, what was your, what's your name? I'm sorry.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then I'll just verify some information really quick if you don't mind. um, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Uh, last thing I need is that.
[CUSTOMER][NEUTRAL] And zip code is actually [PII].
[AGENT][NEUTRAL] Oh, OK, wait, [PII]?
[CUSTOMER][NEGATIVE] Yeah, you guys have it wrong. I'm not sure why.
[AGENT][NEUTRAL] OK, I can get that changed. That's OK. um, uh, would you mind confirming the, um, email address that we've got on file for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, awesome. All right, I appreciate you verifying all of that. So let's see, I can go ahead and email you a copy of this ID card, um.
[AGENT][NEUTRAL] You want me to send it to this [PII] account that we've got?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Simply because I mean I know you know we've got them on the website but um just for the sake of.
[AGENT][POSITIVE] Lessening confusion and all of that fun stuff. I'll just go ahead and send it to you and this one simply has the effective date, nothing like a paid to date because you know they they don't need anything like that.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] All [PII]. I just sent that. You should be getting it shortly. Um, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you so much bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.