AccountId: 011433970860
ContactId: 4debf680-cfc0-4db3-8630-6dbcf31a2262
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357059 ms
Total Talk Time (AGENT): 151879 ms
Total Talk Time (CUSTOMER): 252275 ms
Interruptions: 7
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4debf680-cfc0-4db3-8630-6dbcf31a2262_20250603T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from here in [PII], and I talked to uh my consultant [PII].
[CUSTOMER][NEGATIVE] Uh, yesterday about the fact that, uh, I had, uh, I signed up for health, vision and dental services, uh, and then added my wife to my plan, and I was being charged for it for the whole month of May, but then my services were supposed to start on, uh, well, [PII] or as of [PII], and I was supposed to have medical cards sent uh to my address and I've not received anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I talked to him and told him what was going on and he said to give you guys a call to find out what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah, I can get those ID cards sent to you. Uh, [PII], can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. um, do you have that policy number by chance?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Uh, I don't know right now on me. Uh, I'd have to, I'd have to grab it here. Yeah.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] That's OK. I can start choosing your social.
[CUSTOMER][NEUTRAL] OK. Yup, that's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because he said, cause when I talked to [PII] yesterday or uh yesterday morning, he said everything looks current and everything is, is up to date and you know, the address on file is correct and everything, but I was like, I don't like, I haven't received anything in the mail as far as the book.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Booklet or anything like that or nothing. I said I don't know. I said, I said if we can, I said that'd be great to, you know, get them mailed out. I said, if not, I said we can do like an email. I said you can email it to me and I said I can go that route too or or do both, you know, whatever is easiest. I said.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know, I said we can do whatever. And uh go that route. And I tried calling yesterday, but of course, you know, the, the call volume was kinda high, and I was like, all right, you know, no big deal. And I did the call back, you know, I asked for the call back and I never got a call back. I'm like, yeah, all right. Well, I'll wait until today and call again. I'm like, I, yeah, I'm like, I know you guys get busy, so.
[AGENT][POSITIVE] Definitely.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh my goodness, I'm so sorry. We had um our entire
[AGENT][POSITIVE] Well yesterday, especially our entire uh website underwent a huge change yesterday, so we had a quite the influx of calls, yes sir.
[CUSTOMER][NEUTRAL] That would be why. That would be why, because, well, yeah, cause he, uh, he told me, he's like, well, he's like, you can go online. He goes, you can set up an account online. And I'm like, I did. I'm like, I've been in an account online for like months. And he's like, and still nothing went through and I'm like, right. I'm like, every time I go online and look for, you know, try to get
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] My ID cards. I said, it keeps saying that my, uh my email address is uh invalid and stuff. And it said, um, it's not invalid. I said, I tried everything. I tried doing like uh change password and everything, and it said that it doesn't, um, it doesn't exist. So now that you're saying that the website was down, that could have been why.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So to address that, yes so to address that [PII] you would have to create a new account because the website completely changed it would be all of the same information you just create a new account um and instead the biggest difference is going to be instead of a username it would simply be your email that you used to log in um. OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yep, yep.
[CUSTOMER][NEUTRAL] Oh, OK. Well, that's good to know.
[CUSTOMER][NEUTRAL] Ah, yup, cause I was gonna say is I, I saw that last time cause last time I used a username and password, and I was like, this time I was asking for an email. I'm like, OK, I'm like, OK, that's weird.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, I know there has been a ton of confusion regarding this, so yes, you would create a new account. Um, I know, I apologize. OK, so I did get you pulled up here, [PII], um, just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] There we go. That's why.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] No, not a problem.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] Yep, it's [PII]. ZIP is [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you uh looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] Yeah, [PII] is give me my, uh my last name [PII].
[AGENT][NEUTRAL] Awesome OK thank you so much for verifying all of that so with your policy having been effective since [PII] you should be getting that information in the mail soon uh however I can of course like you said I can go ahead and email you um a card let's see and then do you want me to just send it to this [PII] account that we've got it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the [PII], yeah, the [PII], yeah, or the [PII]. Yeah, cause, see, the wife wanted to get some uh surgery done, and she's like, well, I know we got the, you know, the, the insurance. And I'm like, well, yeah. And she's like, but I need, I need the, the actual card. I'm like, well,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm like, I know I've got my card, but I'm like, I have to go online and print them off. And I, as soon as I was trying to, you know, access the online account, and it wouldn't let me access it. I'm like, oh, OK. I'm like, well, then, if that's the case, well then I'll go back on the app, cause I have the app download on my phone. I'll just, uh, yeah, I'll download the app or uh do that. Go into the app. Go onto the app and then uh re-sign up for a new username and password and all that stuff. So, yeah, that's not a problem there. So I know exactly what to do there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah. Oh, I know.
[AGENT][POSITIVE] Yes, yes, I, I am so sorry for all of the confusion, trust me, it's been not just you, um, but I am going to go ahead and send this email now, uh, so you should be getting that shortly. Um, did you have any other questions for me, anything else I can help with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that was it. Just uh trying to get the ID card so the wife can get some surgery done. So, and then uh go from there. If we have any questions or if she has any questions, we'll, we'll reach out to you, but other than that, we should be good for the day.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes, it should be
[AGENT][POSITIVE] Easier today. Alright, well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. You too. All right. Thank you so much. Appreciate it.
[AGENT][POSITIVE] Of course thank you bye bye.
[CUSTOMER][NEUTRAL] Yup, bye bye.