AccountId: 011433970860
ContactId: 61de3b21-a880-4a4c-a622-d51ddbcb97b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 798270 ms
Total Talk Time (AGENT): 199095 ms
Total Talk Time (CUSTOMER): 97783 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/61de3b21-a880-4a4c-a622-d51ddbcb97b5_20250619T20:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hello, my name is [PII]. Um, I'm a contractor for Horizon Transport, and, uh, I signed up for the medical insurance, um, about 3 months ago and I was supposed to, uh, start coverage the [PII], and I still have got no insurance cards or paperwork.
[AGENT][NEUTRAL] OK, I can check and see what happened. Um, may I have your callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. May I have um the spelling of your last name?
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] The spelling of your last name?
[CUSTOMER][NEUTRAL] It's uh [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And the spelling of your first name.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] The spelling of your first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, email address is [PII].
[CUSTOMER][NEUTRAL] And mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And there's not an apartment number or anything like that on the address?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. All right. Um, so it looks like we sent everything on April and you say you have not received it. So I'm gonna go ahead and request for that, um, paperwork and policy er um policy ID cards to be sent out to you, OK, Mr. [PII]? Um, do you need the policy number?
[AGENT][NEUTRAL] Right now?
[CUSTOMER][NEUTRAL] Um, I'll take it.
[AGENT][NEUTRAL] OK, let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Policy number is 02612242.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I went ahead and requested the cards and the information to be sent out to you one more time, so it should be there within 5 to 7 business days.
[CUSTOMER][NEUTRAL] OK, yeah, um, I don't know what's going on, but this is the 3rd time I've called.
[CUSTOMER][NEGATIVE] This month and it's supposed to been sent to other times so I don't know if they're sent it to the wrong address or something I don't know.
[CUSTOMER][NEUTRAL] But uh
[AGENT][NEUTRAL] Let me go over that just one more time.
[AGENT][NEUTRAL] Um, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that is address [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, that is the address that we send it. Let me see when was the last time that it was requested.
[AGENT][NEUTRAL] Mm, I don't see another request, um, just the one I just sent in right now and then I see when it was we we.
[AGENT][NEUTRAL] It was done the first time, which it was on [PII]. That's when they sent the package the first time.
[CUSTOMER][NEUTRAL] So I guess the other two people I talked to didn't send it like they said.
[AGENT][NEUTRAL] Maybe they sent let me check them. Let me check the dental they probably sent the dental you already received your dental or your.
[CUSTOMER][NEUTRAL] Um, but OK.
[AGENT][NEUTRAL] Not dental but cancer, but it's cancer policy with any clients.
[CUSTOMER][NEUTRAL] Uh no, I
[CUSTOMER][NEGATIVE] No, I, I haven't received nothing.
[AGENT][NEUTRAL] No, um, let me check on that.
[AGENT][NEUTRAL] OK, let me check on the other policy. I see you have another one with us. No, I don't see no request. Yeah, I'm so sorry. I'm not sure who you spoke to, but I don't see any requests on file, but I went ahead and send the request for your card.
[CUSTOMER][NEUTRAL] OK, you say 5 to 7 days?
[AGENT][NEUTRAL] 5 to 7 business days for you to get it in the mail. Mhm.
[CUSTOMER][NEUTRAL] OK, you, you guys can't email it to me copy of this or anything?
[AGENT][NEUTRAL] I can email a car
[AGENT][NEUTRAL] OK, yes, I can, I can email a copy for sure. Um, let me go ahead and do that and see, and you can also go to our website at [PII] and register, and you can get like a temporary card that you can, you know, save to your phone or if you would need to view the benefit information, all that information is gonna be through the website. Um, let me go ahead and send a copy of this card to you right now. Do you mind holding for me?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. Do you wanna check and see if you got that email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Uh, nothing yet.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I mean this is it.
[AGENT][NEUTRAL] Let me refresh this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I got it.
[AGENT][NEUTRAL] Yeah, OK. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, yeah, you're still gonna send the, the paperwork, right?
[AGENT][NEUTRAL] Yes, I already requested that so that's already been worked on, mhm.
[CUSTOMER][NEUTRAL] OK, yeah, that should work then.
[AGENT][POSITIVE] OK. Well, thank you for calling APO. Have a good afternoon.
[CUSTOMER][POSITIVE] Alright you too thanks.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.