AccountId: 011433970860
ContactId: e89bd2d3-d707-439a-be15-9deed6d6d8f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314109 ms
Total Talk Time (AGENT): 159220 ms
Total Talk Time (CUSTOMER): 83826 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/e89bd2d3-d707-439a-be15-9deed6d6d8f3_20250113T15:46_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] And I'm trying to figure out uh what's the group number on mine.
[CUSTOMER][NEGATIVE] Insurance card cause I don't see it on here. I'm looking at it the wrong way.
[AGENT][NEUTRAL] OK, you're needing to get your group number, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] Yes, sir, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII], what is your callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Yes, I think it's 02.
[CUSTOMER][NEUTRAL] 560457
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get your information pulled up. Once I do, I will need to verify several things with you first for security. So just a moment, please.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Your home, um, I'm sorry, the phone number that we have on file for you is the same as the one you gave me, so that is the best contact number that we should have. Is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, Mr. [PII], thank you so much for verifying all of your information for me. OK, so on um your ID card, you should see a group number.
[AGENT][NEUTRAL] And it's 700.
[AGENT][NEUTRAL] 056.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, that's on there.
[CUSTOMER][NEUTRAL] It's on one. It's on the dental one. It's not on the, uh, that's what.
[CUSTOMER][NEUTRAL] That 70056 alright.
[AGENT][NEUTRAL] Huh, OK, so it's 70056. Yes, sir, that is your group number, would be your group number for your policies. Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, it was
[CUSTOMER][NEUTRAL] Yeah it was on the dental one, it's not on the other one, the medical one I guess.
[AGENT][NEUTRAL] OK, um, but that is the it would be your same group number that's on the, yes, that is the correct one. Now I do have one question for you, Mr. [PII]. In the information you received from APL, it talked about setting up your profile in our portal called the online service center so that you can have access to all of your information online. Have you created your profile yet?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, I know, I know how to do this.
[AGENT][NEUTRAL] Mm, no, OK, so now I do have a user guide, Mr. [PII], that I would be happy to email to you that gives you the instructions on how to create your profile. Would you like for me to email that to you?
[CUSTOMER][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so give me just one moment I'm gonna go ahead and do that while I have you on the phone.
[AGENT][NEUTRAL] OK, so the email that I'm about to send to you, Mr. [PII], will come from care team at [PII], and I, I did put in the subject line for you APL online service center so that that's easy to recognize.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright, and uh where are y'all located?
[AGENT][NEUTRAL] Our corporate office is in [PII].
[CUSTOMER][NEUTRAL] Oh, this one right.
[CUSTOMER][NEUTRAL] Everything gets
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] One car I got something else I don't know you can't just some.
[CUSTOMER][NEUTRAL] That's oh that's what you make claims alright, I get you, mm.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Uh, that's it. Thanks a lot.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, you're very welcome and thank you for calling APL. I hope that you have a wonderful day and you should be getting that email from me within just the next couple of minutes.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK. You're very welcome. Have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah