AccountId: 011433970860
ContactId: 773094fa-f93e-45db-9bed-a966eb169bd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257619 ms
Total Talk Time (AGENT): 90011 ms
Total Talk Time (CUSTOMER): 133832 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/773094fa-f93e-45db-9bed-a966eb169bd1_20250116T19:42_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] Hi, good afternoon. I, um, have a question. I called about 2 weeks ago requesting a copy of my insurance card be sent, um.
[CUSTOMER][NEUTRAL] My husband and I have your uh group hospital indemnity and voluntary dental plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the issue is I was requesting a copy of insurance for the medical and the dental, but, um, you guys only sent us cards for the dental, and they only state my husband's name.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] They, I, I didn't get a card.
[CUSTOMER][NEUTRAL] So I'm just trying to see.
[CUSTOMER][NEGATIVE] What's going on with this because the doctor's office is asking me for an ID card and I can't provide them one with my husband's name on it.
[AGENT][NEUTRAL] Um, um, I have a question. Are you the main holder of the policy?
[CUSTOMER][NEUTRAL] He's the main holder but it's an employee spouse policy.
[AGENT][NEUTRAL] OK. Does the card reflects that it's a spouse, um, couple's policy?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It does say employee spouse, but the card only reflects dental insurance.
[AGENT][NEUTRAL] OK, I can check.
[CUSTOMER][NEUTRAL] I need something for our medical.
[AGENT][NEUTRAL] Medical. OK, sure. I can check and see if I can send one for medical. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the dental policy number so I can pull up your uh medical.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, may I have your date of birth for security?
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's your name? I'm sorry, I didn't question your name.
[CUSTOMER][NEUTRAL] Oh, it looks like
[CUSTOMER][NEUTRAL] My name is [PII]. It looks like I may be able to get, get it from offline here.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see if it pulls up. I know before it wasn't available online so.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if it's download the card.
[AGENT][NEUTRAL] And Miss [PII].
[AGENT][NEUTRAL] Can you verify the mailing address for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, it did allow me to pull it up.
[AGENT][NEUTRAL] OK, so he was able to pull it up. OK, yeah, the cards are not gonna show um your name because you are just dependent on the policy as a couple, um, so it's just gonna say couple policy.
[CUSTOMER][NEUTRAL] Oh OK. I know some insurance companies, even if it's a couple or employee spouse or employee children, they still give cards to the dependents. So with you guys, you don't provide cards for the dependents?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, we don't.
[CUSTOMER][NEUTRAL] OK, so if I give this to my daughter's office, this should still work um even though it says his name on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, because it does says couples, uh, if they have any questions about eligibility, they can always call the [PII] number and verify that you are listed on the policy that um that should be enough when it says, um, his name and couples as long as it says couple on it doesn't say individual.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I will submit this over to them and see what they say. um, thank you.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. I just needed the ID card and since I can save it from online, that's, that's all.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.