AccountId: 011433970860
ContactId: 91d419e0-c407-486e-abe1-7aef58cc17e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 564520 ms
Total Talk Time (AGENT): 120695 ms
Total Talk Time (CUSTOMER): 238515 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/91d419e0-c407-486e-abe1-7aef58cc17e4_20250428T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Uh, yes, I'm calling in regards to my, my, uh, insurance ID card and stuff like that. I'm having trouble, uh, uh, pulling it up through this login and stuff right here. I, I wanted somebody to just send me my, my, uh, ID card without having to go through all this, cause I ain't, I ain't never got it. They said they was gonna mail it a while back and I just thought about it. I still don't have it.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Yeah, I don't, I don't even know what that is, um.
[AGENT][NEUTRAL] OK, uh, what's your last name?
[CUSTOMER][NEUTRAL] What would I find that?
[CUSTOMER][NEUTRAL] My last name is [PII].
[AGENT][NEUTRAL] What's your first name?
[CUSTOMER][NEUTRAL] My first name is [PII] [PII]
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I, I work for a company called PGP. That's where I got my insurance through.
[CUSTOMER][NEGATIVE] I don't think it's the right number.
[AGENT][NEUTRAL] I'm pulling it up. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, excuse me, um, my email that I had, I'm gonna have to, that no longer, I no longer can receive emails at that email.
[AGENT][NEUTRAL] OK, let me confirm uh.
[AGENT][NEUTRAL] You, you said your first name spelled [PII] Is that right?
[CUSTOMER][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so it's, it's [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, let me pull up uh your account number. Hold on one moment.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Um, what's your birth date?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You have your social by chance?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, no, [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] I got this fan on in my truck.
[AGENT][POSITIVE] Oh, you're fine. Sorry about that.
[AGENT][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] OK, here we go. [PII].
[CUSTOMER][NEUTRAL] Yeah, if you
[AGENT][NEUTRAL] Sorry, I just have
[CUSTOMER][NEUTRAL] Yeah, I need the ID card with me. Oh, my bad.
[AGENT][NEUTRAL] For the dental
[CUSTOMER][NEGATIVE] I, I need the ID card for everything for my and I have my wife and my daughter on there too. I don't have, I don't know if they just go off the same ID card I use. I whatever I need for the whole family, I don't have nothing over here.
[AGENT][NEUTRAL] Uh, it looks like I've got your cell.
[CUSTOMER][POSITIVE] And I got help
[AGENT][NEUTRAL] Your wife on the dental policy?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, the dental, what, what about the health?
[AGENT][NEUTRAL] Um, the other
[CUSTOMER][NEGATIVE] Oh, this ain't there.
[AGENT][NEUTRAL] Yeah, let me check on the other one. Hold on just a second.
[CUSTOMER][NEUTRAL] Cause I had health, dental vision.
[CUSTOMER][NEGATIVE] And uh life insurance. I just, I just need a copy of all that cause I don't have nothing.
[AGENT][NEUTRAL] OK, on your other plan.
[AGENT][NEUTRAL] It's through web TPA and that one you do have yourself, your wife and your child.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, for, for that.
[CUSTOMER][NEUTRAL] Right. That's the, that's the healthcare.
[AGENT][NEUTRAL] Yeah, that's the healthcare. I can send you your dental card, but the healthcare part, you'll have to contact Web TPA which I can transfer you over there.
[CUSTOMER][NEUTRAL] OK, uh, uh, uh, what about the vision? Who I talked to about the vision? Is the health, health included in the vision or something like that? I don't, I'm not sure.
[AGENT][NEUTRAL] I'm not sure about the vision. I'm not sure who would do the vision. Um, you'd have to check with your employer, but let me verify what's your address?
[CUSTOMER][NEUTRAL] Yes, [PII] So that's uh [PII] and then at the end of that street address it needs to be a [PII]
[CUSTOMER][NEUTRAL] And uh that would be [PII] behind that.
[AGENT][NEUTRAL] OK, that's what we have and then.
[CUSTOMER][NEUTRAL] It should already
[AGENT][NEUTRAL] And then what is your email address?
[CUSTOMER][NEUTRAL] OK, and that's uh.
[CUSTOMER][NEUTRAL] My email needs to change. It's uh, it was [PII] live is now uh [PII] as my last name [PII] I'm I'm sorry.
[CUSTOMER][NEUTRAL] After the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then that's [PII]. So that's [PII].
[AGENT][NEUTRAL] OK, let me get that changed real quick.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I got your email address updated and then I, I can send you a copy of your card. Now, do you want me to transfer you over to Web TPA to talk to them about the health part?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Yeah, you, you, you don't see nowhere who I need to talk to for my vision.
[AGENT][NEUTRAL] I don't know about vision, yeah.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] They don't show up there.
[AGENT][NEUTRAL] No, we don't have any information on the vision part.
[CUSTOMER][NEUTRAL] The life insurance is not there either?
[AGENT][NEUTRAL] I don't show any life insurance.
[CUSTOMER][NEUTRAL] OK, OK. Yeah, yeah, you transfer me. What they phone, they got a phone number or I just call y'all and get transferred to them whenever I know I need to talk to him.
[AGENT][NEUTRAL] So u[PII] I can give you the web TPA phone number, um, and then I can transfer you.
[CUSTOMER][NEUTRAL] OK, one second, let me, let me get something to write it down with.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's called Web PTA.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, health insurance. And right now I'm talking to the funeral part of my health insurance, right.
[AGENT][POSITIVE] That's right, yeah, we're APL yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] APL right. OK. What day number is?
[AGENT][NEUTRAL] OK, their number is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hold on, my bad. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK, you want me to transfer you over to them?
[CUSTOMER][NEUTRAL] You said you gonna email me that right now?
[AGENT][NEUTRAL] I will give it about 5 minutes and you should get that email, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, OK, alright, thank you. Yeah, you send for me, please.
[AGENT][NEUTRAL] Yes, OK, give me one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Thank you for calling about HughesNet satellite Internet. If you are interested.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program.