AccountId: 011433970860
ContactId: 396ac181-c4d3-4e76-8c63-7e67c230b348
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322799 ms
Total Talk Time (AGENT): 185640 ms
Total Talk Time (CUSTOMER): 101296 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/396ac181-c4d3-4e76-8c63-7e67c230b348_20250106T19:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and [PII], and I'm trying to find out if my, uh, I haven't received my new APL card.
[CUSTOMER][NEUTRAL] I have the old one. I don't know if the number has changed.
[AGENT][NEUTRAL] OK, so you're wanting to see if your policy number has remained the same or if there's been any change to that. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, that's what I need to know.
[AGENT][POSITIVE] Yes, sir, I can help you with that, and I'm so sorry that. Could you please give me your name again?
[CUSTOMER][NEUTRAL] [PII] Last name is [PII]
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number that you have?
[CUSTOMER][NEUTRAL] OK, that one says like in hospital or outpatient?
[AGENT][NEUTRAL] Yes, sir. Either one of those will be fine. If you'll notice on the first part of each of those numbers prior to the letters ML, the numbers are the same.
[CUSTOMER][NEUTRAL] OK. So, it's, OK, so it's uh 02284007 ML8.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And once I get your information pulled up, I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, thank you. And your last name, would you just verify the spelling again, Mr. [PII] for for me.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then your home mailing address, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then the phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Exactly, that's it.
[AGENT][NEUTRAL] OK, thank you. And then lastly, I do need to add an email address for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, did you say [PII], say that one more time for me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] they got allergies.
[AGENT][NEUTRAL] OK, so [PII] Is that correct?
[CUSTOMER][NEUTRAL] Right, [PII] I. OK, go ahead.
[AGENT][NEUTRAL] OK. I'm gonna
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So I have added your email on file. Now, your policy number will remain the same.
[AGENT][NEUTRAL] There haven't been any changes. I show that this policy is still active and the policy number that you gave me is still valid.
[CUSTOMER][NEUTRAL] It's still valid? OK.
[AGENT][NEUTRAL] Now have yes sir, have you, um, have you ever set up your profile, Mr. [PII] in our online service center portal where you can have access to your information online?
[CUSTOMER][NEUTRAL] No, I never have.
[AGENT][NEUTRAL] OK, well I have a user guide for setting up which it has the instructions for how to set up the portal, um, and to have access to your ID cards, policy information, claims information.
[AGENT][POSITIVE] And I can email that to you. Actually, I can do that for you now if you would like for me to send that to you so you can set that up when you have an opportunity, OK? So give me just one moment and I'll be happy to do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] She gonna go about the same I think.
[CUSTOMER][NEUTRAL] we all
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] you know.
[AGENT][NEUTRAL] OK, and I'm just gonna verify your email one more time to make sure I heard you correctly. So that's [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, well, I have just sent you that email then and the email that you're gonna receive will come from [PII] and I did put [PII] in your subject line for you so that that's easy to recognize.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] All right. Well, you're very welcome. So is there, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that'll be it.
[AGENT][POSITIVE] OK, well then, thank you again for calling.
[CUSTOMER][POSITIVE] I appreciate your help. Have a very nice day.
[AGENT][POSITIVE] Oh, you're very welcome. It was my pleasure in helping you today and I hope you have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too. Have a nice day. Bye.
[AGENT][POSITIVE] Yes sir. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] And we