AccountId: 011433970860
ContactId: e9170264-af29-4169-883f-31d260160267
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397320 ms
Total Talk Time (AGENT): 222110 ms
Total Talk Time (CUSTOMER): 77923 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/e9170264-af29-4169-883f-31d260160267_20250203T19:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is uh [PII], and I, uh, I signed up with you guys uh.
[CUSTOMER][NEUTRAL] Uh, health insurance through UTBA.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Yes, ma'am. And I had, I had an issue with my back. I was trying to be seen at an urgent care, but I have misplaced my ID card.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're needing to get uh your, an ID card, is that correct? Or your policy, at least your information?
[CUSTOMER][NEUTRAL] Yeah, the policy number and stuff so they can.
[AGENT][NEUTRAL] Yes, sir. Sure, I can help you with that, Mr. [PII]. What is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And do you know your policy number? You don't. Is that correct? That's my understanding you do not.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK, so what is your full social security number please so that I can locate your information?
[CUSTOMER][NEUTRAL] Alright, it is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. So one moment please.
[CUSTOMER][NEUTRAL] roll the window down.
[AGENT][NEUTRAL] OK, Mr. [PII], so I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the phone number that we have on file for you is, well, it's actually different than the one you gave me. What's another phone number we could have for you?
[CUSTOMER][NEUTRAL] That probably got [PII].
[AGENT][NEUTRAL] OK, thank you. And is that still a valid phone number for you?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, so the phone number now should be [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So, on your phone number, Mr. [PII], I can update it. Have you updated it with UTBA?
[CUSTOMER][NEUTRAL] I'm not sure. I don't think I did.
[AGENT][NEUTRAL] OK, OK, so, um, I'll be happy to verbally give you your policy number, but I'm also going to email you the user guide for our portal here at APL. It explains how to you to set up your profile that will give you access to your ID cards online and you can pull them up for viewing and printing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your policy information is also out there and you will have access to your claims information that we have on file for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now if you'll give me but UTBA like I said, I have updated your phone number, but they will also need to get that updated in their records as well. I'll be happy to connect you over once you and I are finished if you would like to one of their representatives so that you can get that done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, so give me just a moment for me to send you this user guide for our portal. Do you want to write down your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and again you will see this in the portal, but your policy number is 250.
[AGENT][NEUTRAL] 2942.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And the email that I'm sending to you, Mr. [PII], will come from [PII].
[AGENT][NEUTRAL] And I'm putting APO in your subject line so that that's easy um for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So just one moment and I'm gonna have that stamp.
[AGENT][NEUTRAL] OK, Mr. [PII], so you should be receiving that email within just the next minute or so you should have that. It, I doubt it will go to your junk or spam folder, but if you don't see it in your inbox within the next few minutes, check one of those.
[AGENT][NEUTRAL] But would you like for me to connect you over now to UTBA so that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] They can get your number updated. OK, well I'll be happy to. Is there anything else I can help you with first?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, thank you again for calling APL. I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] All right, you too.
[AGENT][POSITIVE] Yes, sir. Thank you very much. So one moment, please.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] UTVA?
[AGENT][NEUTRAL] Hi, is this [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Hey, hey [PII]. It's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. So I have a gentleman on the line who is um with Blair Logistics. His name is [PII].
[AGENT][NEUTRAL] And he's needing to get his phone number updated.
[AGENT][NEUTRAL] I updated it on our side, but he needs to update it with you all.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, you can go ahead and send him over.
[AGENT][POSITIVE] All right. Well, thank you. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] All right, thanks, [PII]. Bye-bye.