AccountId: 011433970860
ContactId: 5c4fdee8-2bc6-4035-8315-3ede7e5b0012
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 818229 ms
Total Talk Time (AGENT): 204753 ms
Total Talk Time (CUSTOMER): 256905 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/5c4fdee8-2bc6-4035-8315-3ede7e5b0012_20250317T15:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, good morning, ma'am, so I am uh I currently I guess customer but I.
[CUSTOMER][NEGATIVE] Look, misplace my card. Is there any way that I can have my card sent to my email? It's because we recently changed our email address at work, and I'm trying to retrieve it online, but I think it has our old email.
[AGENT][POSITIVE] OK, um, that's no worry at all. I'll be more than happy to get a new ID card out to you. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and my contact number is area code [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], um, may I have, well, we can look the, so do you have the policy numbers or you don't have them?
[CUSTOMER][NEGATIVE] So I don't have it because I have um I need to use my card today, but I, there's no way I can, I don't have my policy, I don't have any, any of that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, may I can look it up with your social if you like.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, yes, please. Uh, my social is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. Hold on one moment. Here we go.
[CUSTOMER][NEUTRAL] OK.
[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] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my uh mailing address is [PII].
[CUSTOMER][NEUTRAL] And the email, I'm not sure if you have [PII].
[CUSTOMER][NEUTRAL] At, I guess, I don't know if you have the TA or the BCHC or the New Horizons, because our employment, our employer has changed 3 times in the last 12 months.
[AGENT][NEUTRAL] So this one,
[CUSTOMER][NEUTRAL] Or, or if you have my personal, not sure if you have my personal, which is [PII].
[AGENT][NEUTRAL] Um, this one is [PII].
[CUSTOMER][NEUTRAL] Is it Brunswick Community Health Center?
[AGENT][NEUTRAL] Yeah, I get, yeah, [PII].
[CUSTOMER][NEUTRAL] Yes, we don't have, that one's inactive. We have a new email, all our employees staff have new emails.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So what email address would you like to update this to?
[CUSTOMER][NEUTRAL] Uh, you can update, we can update it, you can, can I do my personal or it has to be my work email?
[AGENT][NEUTRAL] No, you can use your personal.
[CUSTOMER][NEUTRAL] Yes, I'll, I'll do my personal because I don't have access to my email when I'm not at work, so, um, so my personal is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] Alrighty, so I've updated that for you. So it's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, so I've updated the email address for you and then let me check on your ID card and make sure, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I have the ID card, a digital, a digital version. So I'll go ahead and email these to you now. Did you want me to email them while we're on the phone?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Are these the only ones or there's some later ones. No, just OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh shit.
[AGENT][POSITIVE] Oh honey.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So, um, I just sent the cards to you, let me know if you received it. It may come in your spam folder, but it's coming from the care team.
[CUSTOMER][NEUTRAL] OK, yes, I did receive them. I appreciate your help, ma'am. Yes, I did. I, well, I'm actually outside, but I did get the, the, the notification on my phone, on my watch that I do see that it came from, it came from care team, yes, care team. OK, and um, so then would I also be receiving these in the mail or we don't get them in the mail anymore?
[AGENT][NEUTRAL] You do?
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Well, so,
[AGENT][NEUTRAL] Like, so we don't send cards year, you know, like every year. Is that what you mean, like a new card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like a new card, yeah, cause I misplaced mine. No, well, no, no, I did. I received mine, I think it was 3 years ago or 2 years ago, um, but I misplaced, yeah, I misplaced them and I don't have, I, I don't have it anymore, so, um, and, and if it's not, I don't know if we, like if we misplace if you send like a new one, or, or, or do we just uh print the the cards and we use that.
[AGENT][NEGATIVE] Oh, you've never received it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, I understand. OK, so, um,
[AGENT][NEUTRAL] I can send a request to have like a physical copy sent to you and then you can also have the digital version. Did you want both? I can send both.
[CUSTOMER][NEUTRAL] Yeah, yeah, if it, if it's, I mean, if it's OK, so I can have it in my, in my wallet. Yes.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's totally fine.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] Yes, and I was gonna also ask you, because I'm a little confused, so does, uh, like I might need uh like um, I don't know if you'll be able to help me answer this, but if, if, does this cover, like if someone needs, like if I need like a, like a MRI or like a sonogram, ultrasound, do I show this card as well? Like do, like I have my primary and do I show this, do I also provide this card for those type of uh procedures?
[AGENT][NEUTRAL] So, for
[CUSTOMER][NEUTRAL] Or no.
[AGENT][NEUTRAL] Um, so for like diagnostic testing and things like that?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] So let me see.
[AGENT][NEUTRAL] Let me take a look at your benefits. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yes, it's fine ma'am.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hurry, Tory, hurry, hurry, hurry.
[AGENT][POSITIVE] Just answer right quick.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. So yes, the policy does um have diagnostic testing. So anytime you based like a general rule, anytime you um submit your primary insurance, just go ahead and give them the APL card as well, because they'll go ahead and bill your primary and they'll automatically bill us and then if it's covered or not, you know, they'll get that decision so that way you don't have to do it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, perfect. OK, so then I'll do that uh today. And also, um, if I need to retrieve my online because I already created an account, do I just put uh my like I don't remember my username and my password. So if I know that they're gonna ask me for my username, is that my email?
[AGENT][NEUTRAL] For the online portal, let me check and see for you. Hold on one second.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] OK, so the username is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. And is it L uh upper case or lower case?
[AGENT][NEUTRAL] It's uppercase.
[CUSTOMER][NEUTRAL] Uppercase, OK, so it's [PII] [PII]. OK, and then with that then I can uh reset my password.
[AGENT][NEUTRAL] Right, and you might want to see once you log into the online service center if you can update your email because this one is still attached to Brownsville, but I just changed it on our end too, so, um,
[AGENT][NEUTRAL] See, you might just on your end to see if there's a way.
[CUSTOMER][NEUTRAL] OK, OK, then I'll see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will, well, you've been a great help thank you so much for your help, ma'am.
[AGENT][POSITIVE] You're welcome. I'm glad I could assist you. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you. You have a good day.
[AGENT][POSITIVE] Alright, well thanks for you also. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yes, bye bye.