AccountId: 011433970860
ContactId: 49ffe25f-03ce-4ed0-a384-7f1b2c211bf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397109 ms
Total Talk Time (AGENT): 242855 ms
Total Talk Time (CUSTOMER): 116729 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/49ffe25f-03ce-4ed0-a384-7f1b2c211bf6_20250402T12:41_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, I requested ID cards, uh, a, a while back and I never got them in the mail, so I'm repeating duplicating the request.
[AGENT][NEUTRAL] OK, so you're needing to get ID cards and you said that you have previously requested them but had not received them. Is that correct?
[CUSTOMER][POSITIVE] Mhm that is correct.
[AGENT][NEUTRAL] Yes, so I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] First name [PII]
[CUSTOMER][NEUTRAL] Last name [PII], [PII]
[AGENT][POSITIVE] OK, thank you, Mr. [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[AGENT][NEUTRAL] And if you, OK.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 025056887
[AGENT][NEUTRAL] OK, thank you. Give me one moment, Mr. [PII], to get your information pulled up and then I will have to verify several things with you for security purposes. So just one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home billing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's in [PII], zip code [PII].
[AGENT][NEUTRAL] Hey, is there an apartment number or unit number associated with this? No, there is not.
[CUSTOMER][NEUTRAL] There's not
[CUSTOMER][NEUTRAL] There's not
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your phone number that we have on file for you, Mr. [PII] is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And lastly, do you have an email address? I see that we do not have one on file for you.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I do it is [PII].
[CUSTOMER][NEUTRAL] The number [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now the only thing that I can see is I show um that's all the information that I need to verify with you however, when I pulled your information up, there was an apartment number associated with your address.
[AGENT][NEUTRAL] It had an [PII]. Have you ever lived in an apartment with that number?
[CUSTOMER][NEUTRAL] I did a long time ago and ironically my house number starts with [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have not lived in that in that apartment for
[CUSTOMER][NEUTRAL] 4 or 5 years, totally different address.
[AGENT][NEUTRAL] Right. OK. So it'll, it looks like that probably then.
[CUSTOMER][NEUTRAL] Um, so I don't know.
[CUSTOMER][NEUTRAL] If that's a carryover of some sort.
[AGENT][NEUTRAL] OK, so if you would please give me your yeah, I'm sure that that's what that was. Could you please give me your email address one more time, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], OK, thank you.
[AGENT][NEUTRAL] Um, so yes, it's possible that that could have been a carry over the way we receive enrollment information because I see that you're part of the retiree program from City of [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so that may, yes, on the file, it may have had that, that could have been. I do see where you had requested it, uh, and it does show that it was requested back in February. I'll be happy to request it again to be mailed to you. Now, have you ever set up your profile, Mr. [PII], in our online service center with APL? Has anyone ever told you about that? OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] Don't believe so.
[AGENT][POSITIVE] I have a user guide that I will be happy to email it to you uh it that explains how to set up that profile and also the different things that you can do within the portal.
[AGENT][NEUTRAL] In the meantime of you getting your ID cards in the mail because you will have access to your.
[CUSTOMER][NEUTRAL] What, what, why would I?
[CUSTOMER][NEUTRAL] What would I do with that?
[AGENT][NEUTRAL] OK, you'll have access to your ID cards in the portal. You have access to your policy information and also any claims information that we have on file for you. So the email that I will send to you in just a couple of minutes it's gonna come from [PII] team at [PII] and I will put a PO online service center in your subject line so that that's easy to recognize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm sorry about that on the address, but that may have had something to do with it.
[CUSTOMER][NEUTRAL] Yeah, I mean, I may have mistyped somebody along the way, but you know once it's there unless it's removed, it kind of carries I guess so but I have not had this pro I have have.
[AGENT][NEUTRAL] Now, right. Yes, sir. And if I, and I have
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I have not had this problem before, so.
[AGENT][NEUTRAL] OK, well, hopefully it will not happen again and you will receive these ID cards. It does take about 10 business days for you to receive them. Bu[PII] in the meantime, should you need an ID.
[CUSTOMER][NEUTRAL] I, I have not, so.
[CUSTOMER][NEUTRAL] Well now I
[CUSTOMER][NEUTRAL] All my kids are, are on the policy as well, so I'd I'd like for all of them to physically have a card also, so I don't know if they can mail me 4 cards.
[AGENT][NEUTRAL] I can't request 4 cards to be mailed. It's going to mail you 2. But again, you know, you could, they can have a, you can, excuse me, print them out from the portal also. So I will send.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Correct, I, I know.
[CUSTOMER][NEUTRAL] Yeah I know I just do a lot of things the old way so.
[AGENT][NEUTRAL] I understand, me too.
[CUSTOMER][POSITIVE] That's OK. I can, I can figure it out. I, I, I'll figure it out.
[AGENT][NEUTRAL] OK. Well, is there anything else, Mr. [PII], I can help you with this morning?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Alright well then thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.