AccountId: 011433970860
ContactId: 5c7014e2-1be6-4591-a98e-4ef886d67de7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361739 ms
Total Talk Time (AGENT): 197076 ms
Total Talk Time (CUSTOMER): 107340 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/5c7014e2-1be6-4591-a98e-4ef886d67de7_20250325T18:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APO. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I'm, uh, I have a plan with you and I had added, uh, [PII] advice to it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But I wanted to see if you guys had already sent out her, her insurance card.
[AGENT][NEUTRAL] OK, I can help verify if we've got that added and if we send out an updated card for that, but before we proceed, is it possible to get your name and a callback number please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Uh, it's the member ID, is that the one you're looking for? member number?
[AGENT][NEUTRAL] Should be a certificate number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, do you have a group number?
[CUSTOMER][NEUTRAL] Uh, the, the card that I have is
[CUSTOMER][NEUTRAL] Yeah, the group number is APL and I could barely see it.
[CUSTOMER][NEUTRAL] 200.
[AGENT][NEUTRAL] OK, your member number will work.
[CUSTOMER][NEUTRAL] 00
[AGENT][NEUTRAL] I know what what cards you have now. What yeah, what's your member number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Oh, OK. The member number is 02.
[CUSTOMER][NEUTRAL] 356257
[AGENT][NEUTRAL] You said that was 02856257?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, bear with me one moment while I pull that up.
[AGENT][POSITIVE] Give me that number one more time. I apologize.
[CUSTOMER][NEUTRAL] 02356257
[AGENT][POSITIVE] OK, thank you, bear with me.
[AGENT][NEUTRAL] All right, Mr. [PII], can you verify your date of birth and mailing address for me, please?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and that's what we have on file.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEGATIVE] The, I don't even know what mailing address you have anymore.
[AGENT][NEUTRAL] OK, we have a [PII] address.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, is it [PII]?
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] No, it looks like it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. What's, is this an incorrect address for you? Should it be a different address? OK, what's your new address?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I had already changed that, I believe.
[AGENT][NEUTRAL] Um, OK, well, it's not updated in the system, so let me make sure we get the, we got the right address. So you said it was [PII], and what's the city?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The girl.
[AGENT][NEUTRAL] OK, I apologize. I'm not sure why it wasn't updated, but I'm getting it updated for you, and you said that was [PII]?
[CUSTOMER][NEUTRAL] No, no, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, got you. Bear with me.
[CUSTOMER][NEUTRAL] She had to ship it.
[CUSTOMER][NEUTRAL] You need to up your mail. Properly.
[AGENT][NEUTRAL] OK, so you're verifying that we added your wife today, um, correct? You wanted to make sure that we had her on the policy. It looks like she has been added to the policy. I'm showing she was added effective [PII]. Um, let me see when this was done. It looks like we might have sent out cards, but.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Since we just updated your address.
[AGENT][NEUTRAL] It went to the wrong address. Now, what I can do, Mr. [PII], is email you a temporary card and reorder physical cards to go to your, um, current address now, and I yeah, I apologize for that. We do have an email on file for you. Can you verify that for me, please, since I'm gonna be emailing you the cards.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I just
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you for that and that is what we have on file. So I'm gonna order physical cards. You guys should get them in the mail within 5 to 7 business days. They'll go out in the mail tomorrow. Um, I'm also gonna be emailing you. You should get an email in about 5 or 10 minutes. It's gonna be coming from [PII] with our care team.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, this is gonna be the same thing you're getting in the mail. So as long as, you know, she presents that information along with the, as long as she presents that information to the hospital, the doctor's office, they can use the policy number.
[AGENT][NEUTRAL] And the phone number on the card to contact us and verify her benefits. Now, she's not gonna have a card that's in her name, but it's gonna be in your name, but it's gonna show couple coverage. So that should let them know that she is in fact covered on the plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So again I'm gonna be sending that email. Is there anything else I can help you with today before you guys go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and like,
[CUSTOMER][NEUTRAL] Uh, no, I wanna say that would be it.
[AGENT][POSITIVE] All right, Mr. [PII]. All right, well thank you for calling APL and you guys have a wonderful day.
[CUSTOMER][NEUTRAL] Yeah, that'd be it.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.