AccountId: 011433970860
ContactId: 16bec6bf-fc1c-42ed-9739-0567ccc10453
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303929 ms
Total Talk Time (AGENT): 172597 ms
Total Talk Time (CUSTOMER): 99179 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/16bec6bf-fc1c-42ed-9739-0567ccc10453_20250218T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]. My name is [PII]. I'm calling to see if I can get my insurance number and member card. I don't have one. I just, uh, have my information through my, um, employer, but I've never had to use the insurance or got a card.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Got you. OK, yes, I can get that policy number for you and get a card sent to you, um, really quick, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you and then let's see um I can start using your social.
[CUSTOMER][NEUTRAL] Uh, [PII] I mean [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick, 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] [PII].
[AGENT][NEUTRAL] OK, I've got a completely different address for you, [PII]. um, I've got one from uh [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]. I still own that property. Uh, my mailing address is the one I just gave you.
[AGENT][NEUTRAL] OK, so do you want me to change what we've got then?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, um, go ahead and give that address to me again if you don't mind.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the zip code? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, I will get that updated um and then uh last thing I need is the email address we've got on file for you uh looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's it. OK, thank you for verifying that. Give me just a moment, let's take a look here.
[AGENT][NEUTRAL] Alright, so looks like you've got a few policies with us, um, only a couple of them offer ID cards, so that would be the medical and dental. Were you needing both of those?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK and then um I do you want me to just go ahead and email them to you?
[CUSTOMER][POSITIVE] Oh, that'd be perfect. Um, and then if you can mail them as well.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure I could do both absolutely um just to this Gmail account that we've got.
[CUSTOMER][NEUTRAL] You said what now?
[AGENT][NEUTRAL] To the uh Gmail account that we have on file?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK, I'll go ahead and send them both um in the meantime I'll go ahead and give you those policy numbers just so you do have them for your record, uh, let me know when you're ready.
[CUSTOMER][NEUTRAL] OK, one second. OK, I'm ready for the medical.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, medical is going to be 02.
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 7358.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then uh dental is going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. And would you be able to tell me like what is covered, um.
[CUSTOMER][NEUTRAL] With uh the medical, like am I able to go to like the chiropractor and stuff like that?
[AGENT][NEUTRAL] Let me see, give me just a moment, um, I'm just sending your ID card right now and then if you'd like I can also see if I might be able to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you let me see which one this one is.
[AGENT][POSITIVE] I can also send you a copy of your policy as well, uh, Tan, so you've got that, um, it does go through, um, it's very easy to read, it's not just a bunch of jargon, um, but it goes through and clearly states what is and is not covered dollar amounts, frequencies, things like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want me to go ahead and send that to you as well?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, um, did you want me to email and mail those too?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Sure, OK, um, so you will be getting 3 different emails, um, so both of the ID cards and then the policy as well. Did you want your dental policy as well or did you wanna wait on that?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK sure all right so then just expect separate emails um I will label them on the subject as to what's what so that you're aware.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Uh, no thank you. How soon will I receive those emails?
[AGENT][NEUTRAL] I'm going to be sending them right now so they will be kind of one after the other so just expect that so that you're aware.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] All right, you're very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.