AccountId: 011433970860
ContactId: 4732ad01-3979-43e3-87be-a0bee91cece5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300220 ms
Total Talk Time (AGENT): 122748 ms
Total Talk Time (CUSTOMER): 93269 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/4732ad01-3979-43e3-87be-a0bee91cece5_20250505T21:01_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I have a bill to my employer, but I never received my car for [PII].
[AGENT][NEUTRAL] OK, we don't give cards.
[CUSTOMER][NEUTRAL] Is there a way that you do?
[AGENT][NEUTRAL] We don't give cards each year, but if you need it, did you need a new copy of your card?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The thing is, when I go to the doctor, they asked me for it, and they don't take the car for last year.
[AGENT][NEUTRAL] OK, because there's no there's no expiration date on the card, like even if I was to send you a new copy, it would still be the copy that you that you have because we don't print out new cards every year.
[AGENT][NEUTRAL] Did you want to give them
[CUSTOMER][NEUTRAL] Well, I have
[CUSTOMER][NEGATIVE] I have been having this insurance for years and every year I get new cars. This one says effective date [PII], so every time I show it to a doctor's office, they tell me that the car is old.
[CUSTOMER][NEUTRAL] Um, I went to the account online and print a new, like another one that is not the same that I have, so that's why I'm calling.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I mean, I can look at the card and see what we have on file, but um, APL doesn't, we don't give out cards each year. Um, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, may I have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I have a payer ID and a good number. Which one do you need?
[AGENT][NEUTRAL] Um, neither one. It should say policy certificate number. It should start with a 01 or 02.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] It might say in
[CUSTOMER][NEUTRAL] I see 2 other numbers in the card.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] In hospital, that one?
[AGENT][NEUTRAL] Yes, um, the numbers are the same. I just need the numbers.
[CUSTOMER][NEUTRAL] OK. 02464984.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yes, A [PII].
[CUSTOMER][NEUTRAL] It's [PII] and the email on file is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. Um, hold on one moment, let me pull up your ID card.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, the last copy of the ID card that we have is [PII].
[AGENT][NEUTRAL] Sorry, [PII]. Um, if you're asking for a copy, like a copy of the card, I can give that to you, but it's gonna be the same card. We don't, we don't have new cards.
[AGENT][NEUTRAL] But if they wanted to call and verify benefits, we can verify with them and let them know your coverage.
[CUSTOMER][NEUTRAL] OK. Oh, I guess I was playing that at the time.
[CUSTOMER][NEUTRAL] I don't know. OK. Thanks.
[AGENT][NEUTRAL] Did you need me to send you a copy of the card like through email or anything?
[CUSTOMER][NEUTRAL] No, I can see it on the account online.
[AGENT][NEUTRAL] Oh, OK. Well, if they, if you do go to the provider and they give you a hard time, just give, tell them to give us a call. The numbers on the back of the card and we can verify benefits with them because you do, you are active and you do have coverage, but APL does not give cards every year.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, just that. Thanks.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Goodbye.
[AGENT][POSITIVE] Thank you bye bye.