AccountId: 011433970860
ContactId: 0070a634-b6b1-4a0e-ab3f-83a2030d71c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501730 ms
Total Talk Time (AGENT): 130697 ms
Total Talk Time (CUSTOMER): 198594 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/0070a634-b6b1-4a0e-ab3f-83a2030d71c6_20250304T18:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I'm calling because I have my insurance with United and I never received the card from you guys and I have my gap with them.
[AGENT][NEUTRAL] Mm, you have the gap with us or with United?
[CUSTOMER][NEUTRAL] Yeah, with you guys, with you guys, you guys are our provider.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK. Um, do you have any information about your policy, like a group number, policy number, or anything like that?
[CUSTOMER][NEUTRAL] Yes, I do. That's what I'm trying to look right now. Give me just a second, sorry.
[CUSTOMER][NEUTRAL] I'm gonna give it to you just now. Give me one sec. OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, the group, uh, member ID is 994461881.
[CUSTOMER][NEUTRAL] That's the member ID. The group number is another one.
[AGENT][NEUTRAL] OK, the member ID that you're giving me, is that for your primary?
[CUSTOMER][NEUTRAL] That's the UnitedHealth member ID.
[AGENT][NEUTRAL] Yeah, um, yeah, we can pull that. OK, you don't have anything from a.
[CUSTOMER][NEUTRAL] OK, so you need the group number?
[AGENT][NEUTRAL] If it's
[CUSTOMER][NEUTRAL] Yeah, I do have the group number.
[AGENT][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] OK. It's 932604.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] OK. It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. How do you spell [PII] and I will have to do a name search because yeah that that's not a group number. Uhhuh.
[CUSTOMER][NEUTRAL] OK. So my first name is [PII].
[AGENT][NEUTRAL] OK. And the last name is [PII].
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] OK, um, may I have your date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] OK. It's [PII] and my email is [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the mailing address?
[CUSTOMER][NEUTRAL] Is [PII]?
[AGENT][NEUTRAL] OK, so your policy has been effective since the [PII]. And um so you have never received a card?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] OK. Um, based on the information on the policy, it looks like this group decided to get all the information online. Have you registered?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. So that's what you need to do. You need to register because all your information is gonna be online.
[AGENT][NEUTRAL] Um, so if you go.
[CUSTOMER][NEUTRAL] Where I register.
[AGENT][NEUTRAL] OK, go to um I'm sorry, [PII] or [PII].
[CUSTOMER][NEUTRAL] Can you spell that for me so I can put it here.
[AGENT][NEUTRAL] It's gonna be like [PII]
[CUSTOMER][NEUTRAL] And then, uh-huh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Got it. So,
[CUSTOMER][NEUTRAL] So let me go here sign in, right?
[AGENT][NEUTRAL] You're gonna sign in. Mhm, yes.
[CUSTOMER][NEUTRAL] And then uh
[CUSTOMER][NEUTRAL] But are you asking me for a username and password? On new user upon us.
[AGENT][POSITIVE] You're gonna do a new user mhm yes mhm.
[CUSTOMER][NEUTRAL] OK. And then I'm an individual, I'm an employer group, right? OK. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, you're an individual.
[CUSTOMER][NEUTRAL] An individual? Oh, let me just go back. Give me a second.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Bear with me. My computer is really slow. OK, useful. I'm an individual. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Oops. There's been an error. OK. I guess it doesn't. Are you sure?
[CUSTOMER][NEUTRAL] No. OK. So I put my last name?
[CUSTOMER][NEUTRAL] I feel
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, social security number or my number?
[CUSTOMER][NEUTRAL] OK, the call so.
[AGENT][NEUTRAL] It's gonna be the social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And then is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]? Oh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, no.
[CUSTOMER][NEUTRAL] Well, I have to put, sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see now.
[CUSTOMER][NEUTRAL] Your account has been created log in.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK. OK. No. So, OK, I'm in.
[CUSTOMER][NEUTRAL] So what it says my ID card that ID?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, you're gonna see a PDF um you're just gonna click that PDF and, and it's gonna show you a copy of your card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I'm doing it now, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, that's great. Thank you so much. Um, it's looking for that. I think that I got it. Thank you so much. That's all I need, right?
[AGENT][NEUTRAL] That's correct, yes, and if you need like any information about your benefits or uh policy information is if you click on the number it's blue, just double click that and it's gonna give you all the information about your benefits on the policy, OK?
[CUSTOMER][NEUTRAL] On the blue thing it says security uh
[AGENT][NEUTRAL] On the policy number, is it?
[CUSTOMER][NEUTRAL] but it says security, OK. Oh, and the policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][POSITIVE] OK. I see that. OK, perfect. Thank you so much. Have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. You as well thank you for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye. Bye.