AccountId: 011433970860
ContactId: 702a8d12-c9df-4879-81ec-eeda68686138
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311049 ms
Total Talk Time (AGENT): 157540 ms
Total Talk Time (CUSTOMER): 108682 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/702a8d12-c9df-4879-81ec-eeda68686138_20250317T14:46_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. And um I was recently um in the hospital and had surgery, and I'm trying to get my gap coverage information cause for some reason, um, the one hospital does not have that information. So I wanna have that to give them.
[AGENT][NEUTRAL] OK, I can definitely help you with your policy information on your gap plan, Ms. [PII], but before we proceed, is it possible to get a callback number in the event that we get disconnected, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And can you spell your last name? I can do a name search or social search, whichever one.
[CUSTOMER][NEUTRAL] Alright, name search is [PII]
[AGENT][NEUTRAL] And that's your last name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you for that, Ms. [PII]. Bear with me.
[AGENT][NEUTRAL] And what state do you currently reside in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, bear with me. And spell your first name for me, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. Bear with me.
[AGENT][NEGATIVE] It's moving slow, just a second.
[AGENT][NEUTRAL] All right. I believe I've located your information, but just to make sure this is your information, can you please verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you for that. That is what we have on file. And can you also verify your mailing address, please, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][NEUTRAL] Thank you again, Ms. [PII]. That is what we have on file and I'm also showing that we have an email account. Can you verify that too, please?
[CUSTOMER][NEUTRAL] Yup, it's uh [PII].
[AGENT][NEUTRAL] OK, we
[CUSTOMER][NEUTRAL] Do you want me to spell it?
[AGENT][NEUTRAL] Well, we've got [PII]. Is that not valid [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, let me fix it.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Oh, that's probably why I couldn't get through the portal. So it should be [PII].
[AGENT][NEUTRAL] OK, do it again for me, [PII]
[CUSTOMER][NEUTRAL] AD, yes. So [PII]
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah, that's probably why you weren't able to register on the online service center, but now that we've updated, that is something you can definitely do. Um, since you stated you needed your information, what I can do is go ahead and give you your policy number, and I can also email you temporary cards. Um, it's gonna be the same thing that you would get in the mail. I'm gonna order you some physical ones too, in which you'll get them within 5 to 7 business days.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right, Ms. [PII], let me give you your policy number and your group number. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Your policy number is 255.
[AGENT][NEUTRAL] 29
[AGENT][NEUTRAL] 15.
[CUSTOMER][NEUTRAL] 2552915
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. And some providers ask for a group number, so I'm gonna go ahead and give you that as well. Your group number is 15.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 185, it's just five digits, 15185.
[CUSTOMER][NEUTRAL] 15185, OK.
[AGENT][NEUTRAL] Yes, ma'am. And you'll be getting an email from [PII] in about 5 or 10 minutes with your temporary cards. And again, I'm gonna order some physical ones, but those will go out tomorrow, so you should get them within 5 to 7 business days at your physical address.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] [PII], thank you so much. I appreciate all this help, OK?
[AGENT][POSITIVE] No problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] No, I think that's it right now.
[AGENT][POSITIVE] All right, Ms. [PII], you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.