AccountId: 011433970860
ContactId: 1e0d2958-358b-4848-a5a8-754495e740e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352049 ms
Total Talk Time (AGENT): 113982 ms
Total Talk Time (CUSTOMER): 145162 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/1e0d2958-358b-4848-a5a8-754495e740e3_20250409T13:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I am trying to run, uh, log on, and I don't remember log information and to get a replacement card, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey, [PII], I can barely hear you. It sounds like you're kind of far away from the phone.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Can you hear me now?
[AGENT][POSITIVE] Yeah, a little bit better. Yeah, so I
[CUSTOMER][NEUTRAL] It's better?
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I'm trying to log on. I can't remember my user name and I'm trying to get a a card downloaded an ID card.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK. Yeah, I can help you with that.
[AGENT][NEUTRAL] Let's see here, do you have your policy number?
[CUSTOMER][NEUTRAL] Um, hold on, let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, that's the thing. I have a picture of my card and I can't read it all. I've got my group number. Would that help?
[AGENT][NEUTRAL] Uh, let's, let's do your first and last name. I can look you up that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, and then what state do you live in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It might be [PII]. I moved uh hopefully it got updated.
[CUSTOMER][NEUTRAL] I'm right on the border, like I could walk across the border.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, nice.
[AGENT][NEUTRAL] I used to live in [PII] when I was young.
[CUSTOMER][NEUTRAL] Oh, what part?
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Oh, OK, where are you now.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I said where are you now?
[AGENT][NEUTRAL] Oh sorry, I'm in [PII] now.
[CUSTOMER][NEUTRAL] Oh, OK, I got cousins out there.
[AGENT][NEUTRAL] E
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so it looks like, um, what is your date of birth? I just need to verify a couple pieces of information.
[CUSTOMER][NEUTRAL] Mhm, that's OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. And then.
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][POSITIVE] OK, perfect. And your email?
[CUSTOMER][NEUTRAL] Um, I, that's the one I don't know if I have, uh, [PII] or [PII], 1 of those two.
[AGENT][NEUTRAL] OK, yeah, you have [PII].
[AGENT][NEUTRAL] Let's see. And then your policy number if you would like that. I mean, we should be able to get you into the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I've got my
[CUSTOMER][NEUTRAL] Oh yeah, OK, so my group number is 15185. I'm trying to give. I had a picture of the card and I can't read the benefit outpatient benefit and I need to reply to the doctor's office. I know it's 02 something I, um, the rest I can't read.
[AGENT][NEUTRAL] It's uh 253.
[AGENT][NEUTRAL] 8068.
[CUSTOMER][NEUTRAL] OK, so 02253868?
[AGENT][NEUTRAL] Yeah, 253-8068. Mhm.
[CUSTOMER][NEUTRAL] 8068 is the outpatient benefit OK alright and now I need to get into um.
[CUSTOMER][NEUTRAL] So is my username my full email or is it just the [PII] without the [PII]?
[AGENT][NEUTRAL] Uh, let me see. I can actually look up what your username is.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, so your username is your first name and your last name so it's [PII]
[AGENT][NEUTRAL] And then lowercase [PII] and then [PII]
[AGENT][NEUTRAL] Lowercase [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll see if my, I try to use the same password.
[CUSTOMER][NEUTRAL] See if that was the one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Dude.
[CUSTOMER][NEUTRAL] Password, OK, it must be reset. OK, perfect. Alright, so I can reset this and I get a copy of the card, correct?
[AGENT][POSITIVE] Yes, correct. Mhm.
[CUSTOMER][POSITIVE] OK, perfect. OK, well, thank you so much. I appreciate your help.
[AGENT][NEUTRAL] Of course, if you need any more help or you have any issues with this, please just call us back, OK?
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] Oh, yeah, of course. Well, yeah, thank you for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK, bye.