AccountId: 011433970860
ContactId: 5bb4ff60-5e51-4469-957d-20c9fcd7b345
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155880 ms
Total Talk Time (AGENT): 66607 ms
Total Talk Time (CUSTOMER): 75975 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/5bb4ff60-5e51-4469-957d-20c9fcd7b345_20250116T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my, I have, um, APL coverage under my husband's employer.
[CUSTOMER][NEUTRAL] And I just went, we got our um ID cards in the mail, and I just went online to register in our account. And it's showing, um we got 2 ID cards with 2 different policy numbers.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm not sure what the difference is, and when I go online now into the account, it says that one of them, one of them is lapsed.
[AGENT][NEUTRAL] Hm, OK. Let's take a look. Do you have um any sort of policy number?
[CUSTOMER][NEUTRAL] Um, yes. OK, so the first one is 02565551.
[AGENT][NEUTRAL] OK. Let me pull this up.
[AGENT][NEUTRAL] All right. And then if I could just verify your name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, I'm [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then last piece, I just need to verify the address and email address on file.
[CUSTOMER][NEUTRAL] [PII]. And email address is [PII].
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] So it looks like in January of this year you guys were issued a new policy number so the active policy going forward is the one ending in 8414.
[CUSTOMER][NEUTRAL] It's war.
[AGENT][NEUTRAL] Or I'm sorry, no, 5551. I'm sorry.
[CUSTOMER][NEUTRAL] All right. OK, that makes sense because that's the one that does not say lapsed in the system.
[AGENT][NEUTRAL] Yeah, I'm sorry. Yeah, yeah. Yeah, it's the one ending in 5551.
[CUSTOMER][NEUTRAL] OK. That's OK. That's OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so I should just destroy the other, the old, I guess uh the old cards they sent me for the other um.
[CUSTOMER][NEUTRAL] The one ending in 8414.
[AGENT][NEUTRAL] Yeah, that one is yeah that one is a lapsed one and so you'll use the the one just going forward, uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. That's all I needed to know. Thank you, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thanks you too. Bye bye.
[AGENT][NEUTRAL] Bye bye.