AccountId: 011433970860
ContactId: 26bcdce6-06a4-4817-ac69-ef16ce6c74fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183789 ms
Total Talk Time (AGENT): 85084 ms
Total Talk Time (CUSTOMER): 87971 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/26bcdce6-06a4-4817-ac69-ef16ce6c74fa_20250514T12:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I have an, uh, a gap policy with APL, and I recently added my son to the insurance, and I wanted to know, does he get a separate card or how do I get a card for him?
[AGENT][NEUTRAL] Um, usually, the policy number may change. Usually it'll just say, um,
[AGENT][NEUTRAL] Like employee and dependent, but I can take a look at it. Do you have a policy number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I have mine is, uh, do I give you the group number or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you should see like a in hospital. Yeah. Yeah.
[CUSTOMER][NEUTRAL] As group number
[CUSTOMER][NEUTRAL] In hospital, outpatient? OK. So it's 018583777.
[CUSTOMER][NEUTRAL] ML 7.
[CUSTOMER][NEUTRAL] And then MLA.
[AGENT][NEUTRAL] OK, let's take a look.
[AGENT][NEUTRAL] What's your first and last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then lastly if you could just verify the uh address on file.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Alright, thank you so much.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, so [PII], I still show that this is just for you. When did the employer say that it would be take effect? Do you know?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was recent. It was as of uh May the [PII], so they may still be in the process of because I already got coverage for my regular insurance.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I don't know how long it takes to do that.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Or it may be.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Because I see it already added on my benefits that they added it to my gap.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, it doesn't say anything as of right now as far as anybody additional. So, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you should get like a new policy probably number and also a new card, um.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the mail from us because it looks like.
[CUSTOMER][NEUTRAL] So maybe it's in transit, yeah.
[CUSTOMER][NEUTRAL] And it just recently happened as of the first.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, yeah, might take a little bit I guess.
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] It looks like, yeah, it's gonna take some more time cause I don't see any changes as of yet, so.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'll follow up by the end of the month.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] If I don't see anything coming.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Take care.
[CUSTOMER][POSITIVE] Mhm bye bye. Have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Mm