AccountId: 011433970860
ContactId: 5296893d-ffe3-467e-b65a-d03c87bb5fd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398010 ms
Total Talk Time (AGENT): 226564 ms
Total Talk Time (CUSTOMER): 161308 ms
Interruptions: 3
Overall Sentiment: AGENT=2.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/5296893d-ffe3-467e-b65a-d03c87bb5fd4_20250225T15:42_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, uh, good morning, [PII]. How are you this morning?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][POSITIVE] Doing great thank you. uh, [PII].
[AGENT][POSITIVE] Good. Well, how can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII] and I'm calling. I actually have, um, have your insurance, but I never received a, a card, so I wanted to see if, um, or how to go about getting a, I guess my medical card from you.
[AGENT][NEUTRAL] Oh, OK, Ms. [PII], so you're needing an ID card and find to find out how you can get that? Yes, ma'am. Well, I can certainly help you with that. Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] Yes, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So first off, um, Ms. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you know your policy number? If not, I can look it up with your full social if you're the primary policy holder.
[CUSTOMER][NEUTRAL] Uh, I, let's see, I think our, I don't know the policy.
[CUSTOMER][NEUTRAL] Number, but I have my social mhm.
[AGENT][POSITIVE] OK. All right. I am ready when you are.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, so give me a moment, Miss [PII], to locate your information please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and Miss [PII], I will have to verify several things with you first for security purposes. So if you could first please verify your date of birth for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as uh the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. So what um
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So first off, Miss [PII], I can see that we did mail ID cards to that address back in November on the [PII], but you did not receive those, is that correct?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That's correct. And if I did, it may have gotten.
[CUSTOMER][NEUTRAL] Shredded. I don't know, by accident. I have no.
[AGENT][NEUTRAL] I wonder why.
[AGENT][NEUTRAL] That's OK. Uh-huh.
[CUSTOMER][NEUTRAL] And the only reason what.
[CUSTOMER][NEUTRAL] What triggered it was we had a meeting here in um at the job and I had asked my HR rep uh about it and I said, are we supposed to get uh cards for these?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] For the new uh gap insurance and she said, yeah, they should have been in the mail and I looked for them and I was like, oh, that was near the holiday time, so it may have gotten shuffled or.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right, yeah, so there's no.
[AGENT][NEUTRAL] There's no telling what could have happened to it at the holidays, but what I can do is I can, I can order new cards to be mailed to you. Now, also we do have a portal, Ms. [PII] called the online service center, and that is where you can set up your profile, you can have access to your ID cards, your policy information.
[CUSTOMER][NEUTRAL] No telling.
[CUSTOMER][POSITIVE] Yes, exactly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also you will be able to see claims that we have on file for you and should you ever have to submit your own claim to us you can actually upload all of that into the portal and if that need ever arises you could call us and we could go through, you know, how to how to go about doing that.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] But I can email you this user guide so that you can go ahead and set up your profile and have access to your ID cards and then I'll order the ones to be mailed. It typically takes about 10 business days for those to be received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I will order those right now. So give me just a moment to do that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. And if you would like to write down your policy number, I'll be happy to give that to you.
[AGENT][NEUTRAL] And then you will see that in the portal also, but it is. Are you ready? Just let me know when you're ready.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Mhm. Yes, ma'am. I'm ready.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I've got 256-925-4.
[AGENT][NEUTRAL] Yes ma'am, that is correct and the email that I have just sent to you uh Ms. [PII] is gonna come from care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII] and I did put APL online service center portal in the subject line so that that's easy to recognize as not being some type of junk or spam mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, that sounds great and tell me your name again I'm sorry.
[AGENT][NEUTRAL] Again, my name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK. Thank you, Ms. [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Well, you are certainly very welcome.
[CUSTOMER][POSITIVE] OK, well you've been, you've been most helpful I really appreciate that.
[AGENT][POSITIVE] Oh, well, it was my pleasure. Yes, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, alright, and I'll log in and uh get the uh or just try to familiarize myself with uh the portal and uh uh.
[AGENT][POSITIVE] Yes ma'am because that user guide, it does give you the not only you know instructions on how to set up your profile but it also then gives you some tips on the other things that you can do with the portal.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. So is there anything else that I can help you with at the moment?
[CUSTOMER][NEUTRAL] No, ma'am, I think that'll do it.
[AGENT][POSITIVE] OK, Ms. [PII], well, thank you again for calling APL and I hope you have a very nice and safe day.
[CUSTOMER][POSITIVE] Thank you, you do the same.
[AGENT][POSITIVE] Yes, ma'am. Thank you very much.
[CUSTOMER][POSITIVE] Mhm. Take care. Mm bye-bye.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye. Bye.