AccountId: 011433970860
ContactId: 158fa539-a394-4c70-aadb-090585193f1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397200 ms
Total Talk Time (AGENT): 166265 ms
Total Talk Time (CUSTOMER): 94945 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/158fa539-a394-4c70-aadb-090585193f1d_20250122T16:44_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] [PII], hi, uh, my name's [PII]. Uh, I'm an employee of, uh, Bigheli Inc. um, and, uh, my company has a, a policy with you guys, a gap policy, and, um, I haven't received my ID card for the gap. Uh, so I was wondering how do I go about getting that, uh, card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I can help you with that ID card today. Do you know your policy number, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, yes, it's, um, it's W.
[CUSTOMER][NEUTRAL] 292-471-909
[AGENT][NEUTRAL] Alright, let me try looking that up for you real quick.
[AGENT][NEUTRAL] All right. I'm not showing anything come up under that policy number. Um, I can try searching for your for your policy through your social if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, let me pull up.
[AGENT][NEUTRAL] And [PII], would you be able to verify for me please your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. And I do just need to verify a few other bits of information if you don't mind verifying for me your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then it looks like the only other thing, oh no, that was it. Perfect. Um, so [PII], let me see about what we need to get that ID card out to you. Give me just a second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, I can email you a copy of that ID card, um if you would like.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And give me just a second to get that file pulled up and loaded.
[AGENT][NEUTRAL] [PII], I do not have an email on file. Can I get one to get on file for you?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The number [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. So [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And do you know if I'll get like a physical one, or?
[AGENT][NEUTRAL] Yeah, it looks like they were actually just generated today so they should go out in the mail tomorrow um so you should get an ID card and your policy documents, uh, coming to you in the mail, um, within the next, I would imagine 7 to 10 days for the mail.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then [PII] I'm also going to attach just for your convenience um a copy of our um online service center like the instructions to set it up and how to use it um but it will always contain all of your policy information um on the online service center and then you can like file claims or check claims anything like that through there too so it's just a great thing to have as a resource.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][POSITIVE] My pleasure and I'm just getting this email typed up.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Mm mhm mhm.
[AGENT][NEUTRAL] Alright my friend I am hitting send on that right now so you should be getting that email in just a second. Um, it's gonna have your ID card and then that user guide just for your convenience and the subject one's just gonna say APL ID card if you need to quickly find it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then is there anything else I can do to help you out today, my friend?
[CUSTOMER][NEUTRAL] No, so when I go to any doctor, uh, I present both my insurance card and then this gap card, correct?
[AGENT][POSITIVE] Absolutely, yes, any time somebody's gonna need to bill your major medical insurance, make sure they also know about your APL insurance so we can help uh with some of those out of pocket costs.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome yeah I just got the email.
[AGENT][POSITIVE] Perfect, glad.
[AGENT][POSITIVE] Alright [PII], and then if you find yourself needing anything else always reach out we're here all the time.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][POSITIVE] It's my pleasure thank you you take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.