AccountId: 011433970860
ContactId: 85bba320-3c8e-43ec-96d7-1246adb28f93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365140 ms
Total Talk Time (AGENT): 173505 ms
Total Talk Time (CUSTOMER): 124399 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/85bba320-3c8e-43ec-96d7-1246adb28f93_20250606T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need a replacement card, please.
[AGENT][NEUTRAL] I'm sorry, a replacement ID card.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, I can get that sent to you. uh, what was your name please?
[CUSTOMER][NEUTRAL] My name's [PII] like the car. Last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. um, and then, uh, can, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] I can also start using your social if that's easier.
[CUSTOMER][NEUTRAL] And the group number.
[AGENT][NEUTRAL] Are you looking at a card right now?
[CUSTOMER][NEUTRAL] Is that what you're looking for?
[CUSTOMER][NEUTRAL] I'm looking at one of my coworkers' cards.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sure, do you see anything on there that says uh policy cert number or um in hospital outpatient certification number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, either one of those.
[CUSTOMER][NEUTRAL] You want to?
[CUSTOMER][NEUTRAL] 20080758 M [PII]
[AGENT][POSITIVE] Got it thank you. OK.
[AGENT][POSITIVE] Oh goodness, hang on, I'm sorry, could you repeat that for me one more time? I'm I'm sorry.
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] I'm sorry, 0208.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That was it, sorry. Give me just a moment.
[CUSTOMER][NEUTRAL] 02007 yeah.
[AGENT][NEUTRAL] That's it. All right, I sure appreciate you verifying that. OK, um, so, well, let's see.
[AGENT][NEUTRAL] OK, I'm gonna read it back that was 02080758.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Read it back to me again. I'm 202.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 08
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 0758 M as in Michael.
[CUSTOMER][NEUTRAL] L as in Larry 7.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] So I'm getting a completely different member with that policy number.
[CUSTOMER][NEUTRAL] Yes, that's the one that's on her card. I'm sorry.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Um, that's what she gave him.
[AGENT][NEUTRAL] That's it. OK, so is this OK I apologize. Are this was for a different member.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, but I mean she just gave it to me I guess she was saying that that was the the yeah do you need the group ID?
[AGENT][NEUTRAL] No, that's OK. I was very confused, Kia. I thought this was for your individual policy. I'm so sorry. So are you with a provider?
[CUSTOMER][NEUTRAL] No, no, I need a replacement card. I just don't have one. I can't find it. I don't know where it's at.
[AGENT][NEUTRAL] OK, so this is for you. OK, OK, give me just a moment let me try. I'm going to try searching just using your name hold on just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Last name that was [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I am not seeing you in our system.
[CUSTOMER][NEUTRAL] 00 she's gonna turn.
[AGENT][NEUTRAL] The first name you said it was just KIA?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yeah I don't have anyone with that name in our system um the only other thing I can try is um using your social.
[CUSTOMER][NEUTRAL] I'm looking at um [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] There we are. OK. I think we don't have your, the last name was supposed to have two Ts, right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I think we've got it as just the one what was your date of birth, Kia?
[CUSTOMER][NEUTRAL] [PII] my God, I'm so like uh uh to twisted today.
[AGENT][NEUTRAL] No, you're fine. OK, um, just gonna verify some other information really quick. Uh, can I get your, um, mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. OK, excuse me, my goodness, so I did find you that was the hiccup um we're missing a T on your last name, um, but I did find you so give me just a moment, um, do you want me to, I can email this card to you if you prefer or I can send a paper copy in the mail or I could do both.
[CUSTOMER][NEUTRAL] Yeah, because I'm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, yeah, can you email it to me because I'm having a problem with, yeah, can you do that?
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Oh sure yeah no no worries uh what was that email address for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm sorry, that was uh [PII]
[CUSTOMER][NEUTRAL] No, OK, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, yes, that's what I heard just wanted to make sure.
[CUSTOMER][NEUTRAL] Uh, it might be my head, my, yeah, it might be my I'm on my earpiece.
[AGENT][NEUTRAL] No, you are fine. Some of these, well, a lot of letters sound similar too, so no worries alrighty I will go ahead and send that now um should get it very soon. Uh, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.