AccountId: 011433970860
ContactId: 911405c7-cbe0-43cf-af5d-8ded75d01e7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159860 ms
Total Talk Time (AGENT): 55126 ms
Total Talk Time (CUSTOMER): 38429 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/911405c7-cbe0-43cf-af5d-8ded75d01e7e_20250430T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, um, I got an insurance card with y'all, but it's a it's 2024, and they haven't sent out a new form yet.
[AGENT][NEUTRAL] Are you looking for just maybe an updated ID card?
[CUSTOMER][NEUTRAL] Yes, then man at this 2024.
[AGENT][NEUTRAL] Do you have your policy number on there? I can pull it up.
[CUSTOMER][NEUTRAL] I is it is it the member number?
[AGENT][NEUTRAL] Yeah, it should say certificate number.
[AGENT][NEUTRAL] Starts with like a 0102.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] 02506660.
[CUSTOMER][NEUTRAL] Just for my dental though.
[AGENT][NEUTRAL] What's your first and last name?
[CUSTOMER][POSITIVE] Exactly yeah.
[AGENT][NEUTRAL] Date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So the card that you have for your dental and medical are still valid. It should show an effective date on there of [PII]. That's showing when your policy started, and it's still active. So you don't need a new card because none of the numbers have changed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, they just when the day started, OK.
[AGENT][NEUTRAL] Yeah, it's just the effective date when you took out the coverage. So if anybody were to call with that policy number, we would let them know that your coverage is active since [PII].
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] Did you
[AGENT][NEUTRAL] Did you have any other questions or concerns?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][POSITIVE] Thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too.