AccountId: 011433970860
ContactId: 34da26a4-4a16-446a-b4d6-31274d0fa750
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486089 ms
Total Talk Time (AGENT): 262801 ms
Total Talk Time (CUSTOMER): 192393 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/34da26a4-4a16-446a-b4d6-31274d0fa750_20250217T14:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. My name is [PII], and I'm calling because I have the tab uh through my employer, the Ameri uh, the American Public Lis.
[CUSTOMER][NEUTRAL] And um it's regarding my member card. I just received one member card that it was effected on [PII].
[CUSTOMER][NEUTRAL] But I don't have the card that it was affected uh last year when we started.
[CUSTOMER][NEUTRAL] And I don't know if it's still the same car or if I'm supposed to get a new car, remember?
[AGENT][NEUTRAL] OK, so you're just wanting, you're an in you, you do have a policy with APL and you're wanting to verify that if the ID card you have is correct, is that right?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And I'm so sorry. Could you please give me your name again because I, I didn't understand you initially.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell your last name for me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], and your callback number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The, the pay ID number?
[AGENT][NEUTRAL] Your phone number, your phone, your phone number.
[CUSTOMER][NEUTRAL] Oh, my phone number [PII].
[AGENT][NEUTRAL] OK, thank you. And the, the policy number that's on your ID card, depending on the type of coverage you have this policy as to how it may be worded, you may see an in-hospital number.
[AGENT][NEUTRAL] And in hospital and outpatient?
[CUSTOMER][NEUTRAL] OK, that is ID number.
[CUSTOMER][NEUTRAL] Mhm. 60801.
[AGENT][NEUTRAL] That's our electronic payer ID. There's there should be another number on the front of your card.
[CUSTOMER][NEUTRAL] Group number? Mm.
[AGENT][NEUTRAL] No, ma'am. There still should be another number.
[AGENT][NEUTRAL] It's either going to say policy or it'll it will either say in hospital.
[CUSTOMER][NEUTRAL] Mm, OK. I have a.
[CUSTOMER][NEUTRAL] Oh yes. Mhm, yeah.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] OK, that's.
[CUSTOMER][NEUTRAL] Yeah, I can be in hospital.
[CUSTOMER][NEUTRAL] 02356.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 329
[CUSTOMER][NEUTRAL] M as in Mary, L as in Laura and son.
[AGENT][POSITIVE] OK, thank you so much. So one moment, please.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], I will need to verify several pieces of information with you for security. So if you could firstly verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. So they stayed in zip?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Your zip, your city that you live in, your zip code?
[AGENT][NEUTRAL] And your zip, your city?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what city?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is the best contact number that we should have. Is that correct?
[CUSTOMER][NEUTRAL] Yes, it is correct. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And lastly, your email address and this does appear to be your work email address that's on file for you.
[CUSTOMER][NEUTRAL] They work? OK. It's at.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You, I'm sorry, you say my work email, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII], that's my first name, [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much. So, um, 1st, 1st, Miss [PII], have you ever set up your profile in the APL online service center so that you can have access to all of your information online also?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] Uh, I think I tried once, but it didn't work, but.
[AGENT][NEUTRAL] OK, well what I'm going to do, OK, I have a user guide, Ms. [PII], that would probably make it easier for you to, um, to set that up, but it gives instructions not only on how to set it up but also the different things that you can do in the portal once you get it set up. So I'm going to email that to you give me just one moment please to go ahead and send that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great. Thank you.
[AGENT][POSITIVE] Yes ma'am, you're welcome.
[AGENT][NEUTRAL] And the email that I'm going to be sending to you in this policy will come from [PII] [PII] and I will put APL in your subject line so that that's easy to recognize.
[CUSTOMER][POSITIVE] Oh OK, OK, great.
[AGENT][NEUTRAL] OK, so I have just sent that to you, so you should be getting that again and it will go to your work email and you should have that within the next minute or so, OK? Now, the ID card that you have is your current ID card.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We do not mail new cards each year, Ms. [PII], unless there is some type of change in your coverage, so you do have the correct ID card.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, great. Yes, I was wondering and I was giving this to my doctors, or, but uh I wasn't sure. I was given the information, but I, because I see the fact today was on the [PII], but that's OK, OK.
[AGENT][NEUTRAL] Yes, ma'am. That's, yes. So that is right. That is when your policy went into effect. So again, that is the correct card that you should have, that you should be presenting when you go for medical services along with your primary insurance card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Great. Thank you so much. I'm checking on my notes, but I don't, I don't see it yet.
[AGENT][NEUTRAL] Well you
[CUSTOMER][NEUTRAL] Um, I don't see yet the email.
[CUSTOMER][NEUTRAL] But let me see.
[AGENT][NEUTRAL] And you may have to refresh your email, but it went to [PII].
[CUSTOMER][POSITIVE] Oh yes, thank you. I just got it with the attachment.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] OK. Well, sometimes with the work emails, um, when we think, you know, it has to go through your company's firewall to make sure that it's not, you know, some type of.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Right, right. Uh, OK. I got it on my phone. OK. Thank you so much. OK.
[AGENT][NEUTRAL] Bad email, but anyway, well, good. I'm glad you got it. So if you needed.
[AGENT][POSITIVE] OK. Well, if you need any help, when you go to set it up, just call us back and we will be very happy to assist you if you need that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you very much. OK, I really appreciate your help. OK?
[AGENT][POSITIVE] You are certainly very welcome. So is there anything else, Ms. [PII] I can help you with this morning?
[CUSTOMER][POSITIVE] No, nothing else. OK. Have a wonderful day.
[AGENT][POSITIVE] Well, I hope you have a wonderful day as well and thank you again for calling APL.
[CUSTOMER][POSITIVE] Mhm. Thank you. Bye-bye. Bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.