AccountId: 011433970860
ContactId: fd771530-fbb3-4d1f-8e7c-57f2bdef60cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480190 ms
Total Talk Time (AGENT): 250789 ms
Total Talk Time (CUSTOMER): 179496 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/fd771530-fbb3-4d1f-8e7c-57f2bdef60cf_20250411T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII], and I'm, uh, I'm uh
[CUSTOMER][NEUTRAL] Contracted with insignia just uh recently um reactivate the APL insurance. I'm trying to log in to have my card, my new cards, and I can't.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, could you please help me out again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, so, um, are you trying to create an account or did you forget your username information?
[CUSTOMER][NEUTRAL] Can I give you my username because I have an old card I don't know if it's still valid.
[CUSTOMER][NEUTRAL] Can I have my group ID and uh.
[CUSTOMER][NEUTRAL] And uh I don't know if I have here a card.
[AGENT][NEUTRAL] Sure, OK, so we, yeah we can get your policy pulled up, uh, make sure that that's active, and then I can go ahead and check to see if an account was created, um, [PII], first, if you don't mind though, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Certainly [PII].
[AGENT][NEUTRAL] OK thank you um and then let's see you do have a card do you see on uh your American Public Life card, the one that says APL, uh, anywhere on there that says inpatient or outpatient certification number or member ID?
[CUSTOMER][NEUTRAL] Outpatient benefit certification number or in hospital.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, either one of those.
[CUSTOMER][NEUTRAL] OK, which one?
[AGENT][NEUTRAL] Either one.
[CUSTOMER][NEUTRAL] OK, 02.
[CUSTOMER][NEUTRAL] So I'm gonna tell the num the number 021.
[CUSTOMER][NEUTRAL] 16775 [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], I'm just gonna verify some information really quick. Uh, 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] A the the professional one or the personal one?
[AGENT][NEUTRAL] Um, so it's actually the mailing address like your, uh, physical address where you receive mail.
[CUSTOMER][NEUTRAL] Oh, the physical address [PII].
[AGENT][NEUTRAL] Yes, I
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect uh last thing I need is the email address we have on file for you and it does look like it might be through your employer.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying all of that. OK, so I will tell you, [PII], um, the policy number you gave me of course was your old one that is no longer active. Uh, however, I do have your new one that is currently active. I can go ahead and give you that policy number uh whenever you're ready, just so you've got it.
[CUSTOMER][POSITIVE] I'm ready. I'm ready.
[AGENT][NEUTRAL] OK, that is 0261.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1496.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 96. I'm gonna repeat 02611496.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Correct, yes sir. OK, and so I am showing that an account has not yet been created so what you'll do whenever you go to create an account is enter in all of this information that we just verified including that same email.
[CUSTOMER][NEUTRAL] OK, because I'm here, I, I have a, a guide to open an account that was sent by my human resources, and, uh, I, I chose new user as it stated that I should do. I am an individual with an APL insurance policy next and then last name Waa.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Social Security or.
[CUSTOMER][NEUTRAL] Social security or member ID, so it's this one that you just gave me, right?
[AGENT][NEUTRAL] No sir, so you would enter in your social there the member ID is different than the policy number, um, but if you we can go ahead and verify that we have the correct social as well. Uh, would you like me to read what I have for that?
[CUSTOMER][NEUTRAL] Please do.
[AGENT][NEUTRAL] Sure, the social I have is [PII]. Is that correct?
[CUSTOMER][POSITIVE] It is, it is correct, yes.
[AGENT][POSITIVE] OK awesome so that is what you would enter there.
[AGENT][NEUTRAL] And then the email would be the one that we have on file.
[CUSTOMER][NEUTRAL] Oh, I guess
[CUSTOMER][NEUTRAL] OK, OK, because I put my personal one, sorry.
[AGENT][NEUTRAL] Yes, no, no, you're fine, it's very confusing. It does have to match what we have.
[CUSTOMER][NEUTRAL] OK, so that's, I believe the mistake that I was doing.
[CUSTOMER][NEUTRAL] OK, let me see next.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, there was an error again an error.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] And tell you that um that insignia.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me also verify just for good measure um the spelling of your last name to make sure that that is correct. I have that as [PII], is that right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is, yes it is.
[AGENT][NEUTRAL] OK, and then that zip code that was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so all of that information is correct if it gives you trouble again if it says it's not working, I would refresh the page or maybe close out and reopen it, um, and try again that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, but he, he, it's about me.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] It's working, it's working.
[AGENT][POSITIVE] Oh, awesome. OK.
[CUSTOMER][NEUTRAL] So I'm gonna
[CUSTOMER][NEUTRAL] Should I always choose my professional email not my personal one?
[AGENT][NEUTRAL] So yeah that's completely up to you if you would like, I can change the email we have in our system. The thing is it just has to match what we have, so it's completely up to you.
[CUSTOMER][NEUTRAL] No, but OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. No, I'll, I'll, I'll keep, I'll keep the one that you have.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, and if you ever forget um your password or username that's very easy for us to recover uh the user name so you can reset the password you just give us a call and we can help you out with that.
[CUSTOMER][NEUTRAL] OK, very good. Let me just
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, if you don't mind, just with a little bit.
[CUSTOMER][POSITIVE] Uh, I'm completely because I wanna have access to uh ID cards I'm gonna need it for my son.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah definitely um let me see because this is quite a new policy, um, let me see if I can go ahead and send you those now you I mean you should be getting, you should be getting them in the mail shortly, um, but let me see if I've got access right now. Give me just a moment. I can, uh, yes, I do. So, um, would you like me to send you an email with these cards, [PII]?
[CUSTOMER][NEUTRAL] I believe
[CUSTOMER][POSITIVE] Oh, that would be great. That would be great.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Would be great, would be great. Absolutely.
[AGENT][NEUTRAL] OK, yes, um, would you like me to send them to the email that we have or was there a different email address you'd prefer me to send that to?
[CUSTOMER][NEUTRAL] Actually, if you could send for both, the one that you have and my personal one which is [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Can you do both?
[AGENT][POSITIVE] Absolutely yes sir. I will go ahead and send those uh now you should be getting them shortly. Was there anything else I could do to help [PII]?
[CUSTOMER][POSITIVE] Um, no, that's it. Thank you very much for your help.
[AGENT][POSITIVE] All right yeah thank you I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you likewise bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.