AccountId: 011433970860
ContactId: 8e1c5803-20e8-49b0-8744-818036643d9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241270 ms
Total Talk Time (AGENT): 78011 ms
Total Talk Time (CUSTOMER): 95939 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/8e1c5803-20e8-49b0-8744-818036643d9a_20250127T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? Um, I was in need of my card, um, about 2 weeks ago, and I didn't have it when I went to the urgent care, so I logged into my account and I see I didn't get my card because the address you guys have on file is just I've never had it looks like you guys missed put the, the number. I just wanting to update the address.
[AGENT][NEUTRAL] OK. And do you have the policy, what's your name and then the policy number?
[CUSTOMER][NEUTRAL] OK, so my name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said you wanted to update your mailing address?
[CUSTOMER][NEUTRAL] And then I guess
[CUSTOMER][NEUTRAL] Yes, I, I get my mailing address, yes.
[AGENT][NEUTRAL] OK. What's your policy number?
[CUSTOMER][NEUTRAL] Uh, is it the group number?
[AGENT][NEUTRAL] It's gonna be the policy er number. It's below the, kind of below the group number starts with a 0 perhaps.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, would it be the in-hospital one? OK, OK. 02.
[CUSTOMER][NEUTRAL] 300961
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], verify your date of birth, your mailing address, and your email address for me, please.
[CUSTOMER][NEUTRAL] Mhm. So may I, um, wait, say it again, the first one.
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mailing address and email address.
[CUSTOMER][NEUTRAL] Um, the one that you guys have on your file or the one that would be my new one?
[AGENT][NEUTRAL] Give me your old one.
[CUSTOMER][NEUTRAL] Well, my old one, the one you guys have there that I'm seeing that's the incorrect one, I think it is 4205.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what, what do you want it changed to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is it the same city, state and zip code?
[CUSTOMER][NEUTRAL] Um, [PII], but the zip code is [PII].
[AGENT][NEUTRAL] I'm gonna repeat it back to you. I have [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's correct, yup.
[AGENT][NEUTRAL] OK, so we can get it updated to that address. What's a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, so we have your address updated to [PII]. And did you say you needed another ID card because you didn't receive it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yeah, can you send it to me please? because I never received because it went to the wrong address. I mean, I, I mean I have the digital one that works, no?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's fine. It's gonna be the same.
[CUSTOMER][NEUTRAL] OK, no, no, it's fine then I don't need you to resend it to me.
[AGENT][NEUTRAL] OK, so we do have your email address I mean your mailing address updated. Any other questions that I can assist with today, [PII]?
[CUSTOMER][POSITIVE] That's it. That's everything. I'm looking at it right here. That's the correct 145, yep, that's it. Perfect. Thank you so much.
[AGENT][POSITIVE] Yeah, oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.