AccountId: 011433970860
ContactId: 34ac193b-1677-4b53-9fca-02b99c1e129a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314730 ms
Total Talk Time (AGENT): 116922 ms
Total Talk Time (CUSTOMER): 165929 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/34ac193b-1677-4b53-9fca-02b99c1e129a_20250305T20:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hello. Good afternoon. My name is [PII]. I'm calling from [PII]. Um, I need to go see my doctor and I have the new, um, medical insurance through the Florida Blue. I have a doctor. I called this morning and, uh, they said that my card is not activated, so it's not active. And I'm trying to
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sorry.
[AGENT][NEUTRAL] I was gonna say I could take a look at that for you. Let me get your, do you have your policy number from the, on the ID card?
[CUSTOMER][NEUTRAL] Yes, I have.
[AGENT][NEUTRAL] OK. Can you give me that?
[CUSTOMER][NEUTRAL] The policy.
[CUSTOMER][NEUTRAL] Policy
[AGENT][NEUTRAL] Cert number? Yes, sir.
[CUSTOMER][NEUTRAL] Slasher
[CUSTOMER][NEUTRAL] Yeah, it's 02589526.
[AGENT][NEUTRAL] And spell your first name for me.
[CUSTOMER][NEUTRAL] My, my first name is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's me, yes.
[AGENT][NEUTRAL] I know, is the last letter [PII]? Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh oh, sorry, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and it's OK. What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEGATIVE] I don't understand you, sorry, one more time.
[AGENT][NEUTRAL] Your phone number, your phone number in case we get disconnected?
[CUSTOMER][NEUTRAL] My phone number
[CUSTOMER][NEUTRAL] Yeah, my phone number is [PII].
[AGENT][NEUTRAL] OK. Can you barely hear me or am I muffled or something?
[CUSTOMER][NEUTRAL] Um, I'm, I'm a little sick, so that's maybe the problem. I don't know, but um.
[AGENT][NEUTRAL] 00, OK. OK.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] All right. So I have your policy pulled up. Can you verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] Yeah. Uh, I was born in [PII]. And my email, it's [PII].
[AGENT][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] Oh, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you for that. And what's your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see. And you stated that uh that you went to the doctor and they advised that your policy is no longer active?
[CUSTOMER][NEUTRAL] No, I just started working for a, for a company 3 months ago and um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I need to go see a doctor. So I called this morning, as I said, uh, and she said that my card is not activated. So I was trying to do on the computer, on the [PII] login.
[CUSTOMER][NEUTRAL] But it say, uh, it, it appears you may not be eligible to create an account. So, but I feel all this uh things properly, so I don't know, it's that I'm, um, it appears you will not be eligible to create an account.
[AGENT][NEUTRAL] OK, I don't show that your policy, it looks like it had an effective date of [PII], and then it's showing a laps date of [PII]. Is this a policy that you have through your employer group?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the name of the employer?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] A yearly group NATOs.
[AGENT][NEUTRAL] Uh, A I E L L I group.
[CUSTOMER][NEUTRAL] I, yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So because this is a mhm because the policy is through your employer group um you may want to reach out to them because I'm not showing it active it's almost like it went into effect effect and then it turned doesn't indicate why.
[CUSTOMER][NEUTRAL] 22 L I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need to go uh and ask one of my managers or someone at my company.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir, and that's why you're not able to set up an account.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] OK, understand.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'll uh I'll do it then tomorrow, uh, yeah, nothing I can do right now, yeah, so, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] Yeah, thank you very much. No, thank you, thank you.
[AGENT][POSITIVE] All right. Thank you for calling APL. [PII], have a good day.
[CUSTOMER][POSITIVE] You too. Thank you very much.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.