AccountId: 011433970860
ContactId: 184a1321-ecb2-4df0-92cb-3a1698b5fe49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 759969 ms
Total Talk Time (AGENT): 309959 ms
Total Talk Time (CUSTOMER): 232661 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/184a1321-ecb2-4df0-92cb-3a1698b5fe49_20250612T18:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII], and I'm calling for my ID card, my medical ID card.
[CUSTOMER][NEUTRAL] I haven't got one and.
[CUSTOMER][NEGATIVE] Bad insurance for about over a month now.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Well, I'm definitely sorry you haven't received your cards. Um, I can at least see if there's a digital copy so I can get you one today, but then I can definitely get it sent to your home as well.
[AGENT][NEUTRAL] Mr.
[CUSTOMER][NEUTRAL] Yeah, cause I need it cause I got a doctor's appointment Monday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a good contact just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and I can, I can search the policy with your social if you like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][NEUTRAL] Is medical.
[AGENT][NEUTRAL] Alright, and it just popped you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Get your name and.
[CUSTOMER][NEUTRAL] Alright ma'am, can you hold one second? I'm signing bills for my loan right now.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Take your time. It's fine.
[CUSTOMER][POSITIVE] Sorry, sorry about that.
[AGENT][POSITIVE] It's no worries.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] What's the date? What's the date?
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's right, because tomorrow is the um [PII].
[AGENT][NEUTRAL] Oh Lord, that only counts in October though, I hope. Is that?
[CUSTOMER][NEUTRAL] 424261.
[AGENT][NEUTRAL] Does it count whenever throughout the year? I'm gonna look at, I'm gonna Google that.
[CUSTOMER][POSITIVE] Yes, it does.
[AGENT][NEUTRAL] Oh my gosh, I thought it was only in October.
[CUSTOMER][POSITIVE] Alright thanks sir.
[CUSTOMER][NEUTRAL] No, no, no, that's, that's throughout the year.
[CUSTOMER][POSITIVE] That means don't go swimming in a lake or a pond or something like that, you'll be all right.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] I have thinking about that, um, tomorrow is [PII].
[AGENT][NEUTRAL] Oh my goodness. I really, all this time, I really thought it was only in October.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] But I just
[CUSTOMER][POSITIVE] OK then you need my um I'm sorry.
[AGENT][NEUTRAL] Mailing address and your email address.
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip is [PII]?
[CUSTOMER][NEUTRAL] Yeah, sorry about that, yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it's OK. Alright, and thank you so much for verifying. So let me make sure the digital copy is available. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, so I'm gonna go ahead and send the digital versions to you now, um, and then I'm going to send the physical copies to your home. Do you mind if I place you on just a brief hold while I, would you, will you be able to check your email now or just go ahead and send it?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, you can go ahead and send it then I'll check it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alrighty, so it's in the ID card first. Oh, wait a minute.
[AGENT][NEUTRAL] I did not mean to sing that.
[AGENT][NEUTRAL] Mail recipient and then I'm gonna go over here and do that.
[AGENT][NEUTRAL] Just send that oops, and that to him and then this will be done by then I call that.
[AGENT][POSITIVE] Thanks for the note
[AGENT][NEUTRAL] So I should have yeah there it is.
[AGENT][NEUTRAL] OK and then I'm gonna move that over here click out of that.
[AGENT][NEUTRAL] Just in case.
[AGENT][POSITIVE] That's above and beyond, baby.
[AGENT][NEUTRAL] That's what we do.
[AGENT][NEUTRAL] OK, so I'm gonna move that over, move that over.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Did I copy his? What did I just copy?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh no, I can't do that yet.
[AGENT][NEUTRAL] I need to
[AGENT][NEGATIVE] I don't go. I it's not that.
[AGENT][NEUTRAL] Copy and then I'm gonna come over.
[AGENT][NEUTRAL] Here is.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] My pleasure speaking with you today.
[AGENT][NEUTRAL] Please see attached a copy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] a call ID card and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We apologize again for the delay.
[AGENT][NEUTRAL] And a physical copy of both is.
[AGENT][NEUTRAL] Mailed to your home address.
[AGENT][NEUTRAL] As well.
[AGENT][NEUTRAL] We apologize again for the deadline. A physical copy of both is being made of both the ID card and policy certificate.
[AGENT][NEUTRAL] And a physical a of.
[AGENT][NEUTRAL] The ID card and certificate is being mailed to.
[AGENT][NEUTRAL] Your home address as well, OK, please.
[AGENT][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Let me make this big.
[AGENT][NEUTRAL] 12.
[AGENT][NEUTRAL] What I think I put the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's done just to make sure. OK, now, so we got that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Do we do that anymore? I'll check on that later.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thanks so much for holding. I apologize for that wait. I just sent the email over to you. Let me know when you receive it.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Oh, I got one but I'm not.
[AGENT][NEUTRAL] And check your spam as well just in case.
[AGENT][NEUTRAL] Oh, you did?
[CUSTOMER][NEUTRAL] What would it be under?
[AGENT][NEUTRAL] It'll, it's coming from the care team.
[CUSTOMER][NEUTRAL] You there?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Um, yeah, now I can, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see you said check spam too?
[AGENT][NEUTRAL] Yes, and it's coming from a care team.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And because yeah, no.
[CUSTOMER][NEUTRAL] Uh, let's see, 6 months ago, no, no, no.
[CUSTOMER][NEUTRAL] No, let's see here.
[CUSTOMER][NEUTRAL] Let's go inbox.
[CUSTOMER][NEUTRAL] No, I didn't. Well, yeah, yeah, yeah, yeah, there it is.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] What would I click on on there there um.
[CUSTOMER][POSITIVE] It says customer care team, your business is appreciated click here to share a few.
[CUSTOMER][NEUTRAL] Want to send your OK.
[CUSTOMER][NEUTRAL] I'm not sure what I click on here to see the card.
[AGENT][NEUTRAL] Um, it should just be an attachment. What does, what came over? What do you see?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Does it secured [PII]?
[AGENT][NEUTRAL] Oh, wait a minute. It sounds like you were in the email.
[CUSTOMER][NEUTRAL] Um, let's see, well, let me, uh, wait, wait.
[CUSTOMER][NEUTRAL] Yeah, I'm in the email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you click the link. If you click a link in the email, it probably took you to the online service center. Go, go back to the email.
[CUSTOMER][NEUTRAL] OK, I'm at it right now.
[AGENT][NEUTRAL] And there are just two attachments.
[CUSTOMER][NEUTRAL] At the bottom,
[CUSTOMER][NEUTRAL] Yeah, [PII] says something.
[CUSTOMER][NEUTRAL] GPQ IQ PDF.
[AGENT][NEUTRAL] That's your, uh, that's your policy certificate and then the other one is your ID card. So I just sent you the breakdown of your policy too just in case you needed it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, because I'm going to my heart, my annual heart doctor appointment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, OK, yep, right there it is.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Alright, I got it all on there, yep.
[AGENT][NEUTRAL] Good. And then I sent a request to have the physical copies of both mailed to your home address as well.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Oh perfect.
[AGENT][POSITIVE] And I definitely do apologize that you have received them. You're very welcome.
[CUSTOMER][POSITIVE] Alright, thank
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, that's no problem. Sometimes, well, here's what happens in our area, my neighbors get my mail, I get their mail.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] It kind of all gets confused and messed up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got my, I've got my um neighbor's, uh, like $31,000 settlement check from his company.
[AGENT][NEUTRAL] Oh my Lord.
[CUSTOMER][NEUTRAL] And he's like, I've been looking for that for 2 weeks. Well, it's been in my mailbox. I'm sorry, I didn't know it.
[CUSTOMER][NEGATIVE] Yeah, that's how bad it is.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yes, OK. So you may have received it, but you, you didn't receive it.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEGATIVE] Yeah, exactly. I may receive it, but I didn't receive it.
[AGENT][POSITIVE] OK. Well, we're gonna try again and thank you so much um for understanding our side too.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] Uh, no problem, it's not a problem, stuff happens.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Alright, thank you, ma'am.
[CUSTOMER][NEUTRAL] That, that'll do it right now.
[AGENT][POSITIVE] All right, well, have a great weekend.
[CUSTOMER][POSITIVE] You too ma'am I appreciate it.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Yep bye.