AccountId: 011433970860
ContactId: 05d75d49-1f17-4f93-86ed-e75553086392
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219429 ms
Total Talk Time (AGENT): 50410 ms
Total Talk Time (CUSTOMER): 124164 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/05d75d49-1f17-4f93-86ed-e75553086392_20250515T13:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. Uh, this is [PII]. I'm calling to see.
[CUSTOMER][NEUTRAL] Um, am I still part of
[CUSTOMER][NEUTRAL] You guys, I mean, are you guys still part of my provider or maybe my company gave me switch up without telling us? I'm just trying to find my new ID, my new card.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. Uh, do you have your old policy number or I can look it up by your social or your last name?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, I have my old policy number.
[CUSTOMER][NEUTRAL] And that, that'll be the group number actually, correct?
[AGENT][NEUTRAL] Uh, it should be a policy certificate number.
[CUSTOMER][NEUTRAL] And does it start with uh a 02 and end with some letters or something like that, uh, in-house uh in house benefits.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Certain numbers.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Um, I have.
[CUSTOMER][NEUTRAL] Uh, which one do I have?
[CUSTOMER][NEUTRAL] I have 02141259.
[CUSTOMER][NEUTRAL] ML 8.
[CUSTOMER][NEUTRAL] that's the outpatient one.
[AGENT][NEUTRAL] OK, yes, I show this policy is still active. Um, what, what's your full name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then [PII], can I get your address and your email address?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then my email address.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I don't know if they give me my if the work email or the person so we're gonna try to work email. The work email will be [PII], OK, then it's [PII].
[AGENT][NEUTRAL] Uh it's personal.
[AGENT][NEUTRAL] OK perfect and is this number a good number to call you back if we're disconnected [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Yeah, I show your policy is still active, so those cards are still good, um.
[AGENT][NEUTRAL] Did you have any questions about the insurance and what it covers, or?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] No, like, even though it's expired cause the card I have said, um.
[CUSTOMER][NEUTRAL] Um, I don't have a new card. Do y'all send new cards or y'all just send like one?
[AGENT][NEUTRAL] Yeah, as long as the
[CUSTOMER][NEUTRAL] It's that effective day, the one I have is effective from [PII] or just effective.
[CUSTOMER][NEUTRAL] uh [PII].
[CUSTOMER][NEUTRAL] [PII] and that's it so.
[AGENT][NEGATIVE] Yeah, it's, it's not expired.
[CUSTOMER][NEUTRAL] I don't have a new one.
[CUSTOMER][NEUTRAL] Oh, OK, so it's the same number, same everything, nothing changed.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I, I was nervous for nothing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yeah, that, when you answered my question. Thank you so much.
[AGENT][NEUTRAL] OK, anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] Nope, nope, that'll be it. Thank you so much again.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.