AccountId: 011433970860
ContactId: ee36b3b4-0505-439c-ae53-9fcbd50252bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 658969 ms
Total Talk Time (AGENT): 391442 ms
Total Talk Time (CUSTOMER): 263573 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/ee36b3b4-0505-439c-ae53-9fcbd50252bc_20250224T19:42_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] in [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And I have a question I was gonna.
[CUSTOMER][NEUTRAL] Look or learn how to log in.
[CUSTOMER][NEUTRAL] On my account that I have with you guys and the only thing that I can find it looks like I don't know if it's a policy number or if it's a member ID number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I was wondering if you might be able to help me.
[AGENT][NEUTRAL] OK, Mr.
[AGENT][NEUTRAL] OK, so you're needing, you're needing help in setting up your profile in the online service center, is that correct?
[CUSTOMER][NEUTRAL] Yes, either that, either that or I need to know exactly what my insurance policy covers.
[AGENT][NEUTRAL] OK, so once you set up your your profile rather, Miss [PII] in the APL portal, you will have a copy of your policy information in there as well.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I felt like I could, OK.
[AGENT][NEUTRAL] Uh-huh, so yes ma'am, but I can help you as far as um getting it set up. Now what I'll need to do is to pull up your policy information. I'll have to verify several things with you first for security. So first off, what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. Now, do you have your policy number?
[CUSTOMER][NEUTRAL] Well, here's the number I have. It's 9 A like in Adam.
[CUSTOMER][NEUTRAL] 0162775
[AGENT][POSITIVE] OK, thank you. So give me just a moment.
[CUSTOMER][NEUTRAL] And it's a real old policy I know that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. So, first off, um, any information that I provide would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that you gave me is the best contact number that we should have on file, the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's correct. That is my cell number. I no longer have a home number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, thank you. And lastly your email address?
[CUSTOMER][NEGATIVE] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the last piece of information to verify will be your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you for verifying all of your information. So first off, give me just one moment, Mr [PII].
[AGENT][NEUTRAL] I'm sorry for the delay. One of my screens is hung up on me, so just one moment please. I'm sorry.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] You know, I started to enter this information online but being from old school I thought what if it's a.
[CUSTOMER][NEUTRAL] A site that is after my social security number. So.
[AGENT][NEUTRAL] Well, it will. You're gonna have to enter your social in our portal for security purposes one time and on the screen that you have to enter that on, it says that it's not your policy number or member ID number um because of the security level in this portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You do have to enter that that one time. But I have
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well.
[AGENT][NEUTRAL] Now your OK, so right now Ms. [PII], your policy is not viewable in the portal you can set up your profile, but because you've had this policy as long as you have, I'm going to have to send a request to have it made viewable to you in the portal and that'll take several days for them to be able to get that built and uploaded for you to be able to see in there. That's what I was cross checking to see if it was out there.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's not.
[AGENT][NEUTRAL] Um, but it isn't, but I will send that request as soon as you and I get off the phone. Now, I have a
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Not a problem.
[AGENT][POSITIVE] I have a user guide also. I can walk you through the steps, but I have a user guide that I will be happy to also email you.
[CUSTOMER][NEUTRAL] Well, if, if this is.
[AGENT][NEUTRAL] That explains how to set it up and then how to use it, the different things that you can do within the portal.
[CUSTOMER][POSITIVE] Absolutely that that'll be fine and I'll go ahead. I mean you know I'm, I'm savvy enough that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And probably be dangerous with it, but, but you know I just did I just hate I thought if I've got a member ID number I'd rather enter that than my social security number so that's why I called. OK, OK, so I'll enter the social security number.
[AGENT][POSITIVE] Well, that's good maybe.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am, and you don't. Absolutely. No, I understand. I mean, we're all very
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we're all very leery about doing that this day and time, but that is, that is a number that is specific to a specific group that we have. Um, and you, it's not, you don't have one of those.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that was wise for you to call to verify. Mhm.
[CUSTOMER][NEUTRAL] So I'm gonna
[CUSTOMER][NEUTRAL] And then I'm gonna, I'm gonna, while you're there I'm gonna.
[CUSTOMER][NEUTRAL] See if I can
[AGENT][NEUTRAL] Sure. And I'm just gonna go ahead and work.
[CUSTOMER][NEUTRAL] OK, so then it then it let me get in and I create my username password, confirm it email, primary phone number text messaging so I'll go through all that and then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'll make sure that I
[CUSTOMER][NEUTRAL] I look at all these, my phone is full of notes of passwords it's unreal.
[AGENT][NEUTRAL] I know all of ours are, I mean, you know, and I say this a lot um but you know it's a shame we cannot use the same username and password for everything but we can't because if a hacker gets one they get them all so you know they all have to be different and I.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][MIXED] That's right. Well, it's, it's a, it's a, it's a slight inconvenience, but nothing like if our information is packed, you know.
[AGENT][NEGATIVE] I can hardly keep up myself.
[AGENT][NEUTRAL] That is, uh, no, that is, no, ma'am. You're right about that for sure. So, now I have emailed you the user guide that I was talking about because you can go, you can add in direct deposit information, you know, you can, it, it just gives you the different things that you can do within your portal um and the steps. Obviously, always call us so if you have any questions, but, but.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Well, you can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, the email that you're gonna receive will come from [PII] [PII] and I did put [PII] in your subject line. Now in your portal, you're probably gonna also see this number. I'm gonna give you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Another policy number it's just an updated number for your policy, and so both of those numbers, the one you gave me and this one that I'm about to give you will pull up your policy information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] But it's 955-05.
[CUSTOMER][NEUTRAL] 95505
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK, that's my updated policy number.
[AGENT][NEUTRAL] Mhm. But again, we can still pull it up. You may just see that number and I didn't, I'm not sure. I'm pretty sure you're gonna see the one I just gave you in your portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't want that to confuse you if you saw that, and not the one you gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, not.
[CUSTOMER][POSITIVE] Not a problem [PII].
[CUSTOMER][NEUTRAL] Well, I will get this all set up and then um will they send me an email telling me that the stuff is there or just I just need to check back maybe at the end of the week or next week.
[AGENT][NEUTRAL] Yes, and I'm sending.
[AGENT][NEUTRAL] No, I would, yeah, yes, ma'am. I would give it, uh, I would give it a week. Of course, you can log in any time to your portal. Um, it's 24/7. And when the policy is out there, you will be able to click on your policy number. You should see a PDF icon and it will say download, start download, and that will be your policy. So when you see that, it's there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it, [PII] you've helped me tremendously.
[AGENT][NEUTRAL] What
[AGENT][POSITIVE] Oh, well, it was my pleasure, Ms. [PII]. So is there anything else I can help you with at the moment?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You're, you're in [PII]?
[AGENT][NEUTRAL] No, ma'am, I'm actually in [PII]. I'm in [PII]. Uh-huh. Yes, ma'am.
[CUSTOMER][NEUTRAL] Are you in [PII]?
[CUSTOMER][NEUTRAL] Oh, are you? OK, yeah, I knew y'all were there at one time and then the headquarters went to I send the checks and stuff to [PII].
[AGENT][NEUTRAL] And we still have, yes, ma'am, our corporate office is still in [PII], but we're kind of, um, dispersed, uh, over several states now, as far as where we work from.
[CUSTOMER][NEUTRAL] Well, well, you're
[CUSTOMER][NEUTRAL] So are you in [PII]?
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, uh, you might as well say that. I'm just a little east of [PII]. We work remotely now, but we do have an office that's just [PII] in a little town called [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Well, good deal.
[CUSTOMER][POSITIVE] Yeah, we go through there going the Gulf Shores so I know exactly.
[AGENT][NEUTRAL] Oh, OK. Yeah, well, we're in [PII] now.
[CUSTOMER][NEUTRAL] Well, all right.
[CUSTOMER][POSITIVE] Well, I appreciate your help and I thank you so much and you have a great afternoon.
[AGENT][NEUTRAL] We
[AGENT][POSITIVE] Well, I hope you do too, Ms. [PII], and if there's anything else that we can help you with, uh, just give us a call.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Papa.