AccountId: 011433970860
ContactId: 064fbbed-716e-4d52-9163-eb831c54142e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248839 ms
Total Talk Time (AGENT): 144551 ms
Total Talk Time (CUSTOMER): 74684 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/064fbbed-716e-4d52-9163-eb831c54142e_20250205T13:44_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, I'm calling because I need to request a new ID card.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. What is, do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] I have my old card available. I can give you, I guess a group number, OK.
[AGENT][NEUTRAL] That's fine. Or the policy certificate number is fine.
[CUSTOMER][NEUTRAL] Well, the only number I see is the group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have 15494.
[AGENT][NEUTRAL] 15494. And what is your name, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you, Ms. [PII]. Give me just one moment.
[AGENT][NEUTRAL] To pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for your patience, Ms. [PII]. What is your date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you mind verifying your current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] Um, my email address should be [PII] and the phone number is [PII].
[AGENT][NEUTRAL] OK, it looks like we may have your work email address on file. Would you like to keep it as your work or would you like to change it to your personal?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh my personal.
[AGENT][NEUTRAL] It's completely up to you. OK, so that was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just to verify, I've got [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now Miss [PII], I'm checking your card has not changed. It's going to be the same policy number, the same card, but I can email you a new copy of your card, or if you have our portal account online, you can print cards from there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or we can request that a copy be mailed to you.
[CUSTOMER][POSITIVE] Yes, I would appreciate that.
[AGENT][NEUTRAL] The mailing
[CUSTOMER][NEUTRAL] The mailing, please.
[AGENT][NEUTRAL] All right, I'll be happy to do that. And I was just checking, you do have your account online?
[AGENT][NEUTRAL] So any time you want to view your policy, yeah, and I can give you your user name in case you've forgotten it now you would need to reset your password if you don't remember your password, but.
[CUSTOMER][NEUTRAL] I do, OK.
[CUSTOMER][NEUTRAL] Right, what is the username?
[AGENT][NEUTRAL] The username is [PII] all lower case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll check that out later.
[AGENT][NEUTRAL] And then you just need to.
[AGENT][NEUTRAL] Reset your password. You can also view claim status, um, you can print additional cards, you can, um,
[AGENT][NEUTRAL] Check, click on your policy number and it will download your policy certificate and within the policy there's a page called a schedule of benefits page.
[AGENT][NEUTRAL] And you can view what's covered under your policy certificate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll do that.
[CUSTOMER][POSITIVE] But yeah, if you could mail me a card, that would be helpful.
[AGENT][POSITIVE] Well, I have already put in that request that should go out tomorrow, so be looking in the mail from for your card from APL and it has been a pleasure to assist you. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's everything for today. Thank you very much for your help.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a lovely day.
[CUSTOMER][NEUTRAL] Likewise. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Welcome. Bye-bye.