AccountId: 011433970860
ContactId: 9c2848b7-dcbe-4281-8472-8acc07826bcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263700 ms
Total Talk Time (AGENT): 124389 ms
Total Talk Time (CUSTOMER): 87163 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/9c2848b7-dcbe-4281-8472-8acc07826bcd_20250207T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Hi [PII], um, I have insurance through you guys and I haven't received any like card. All I have is your APL American Public life card.
[CUSTOMER][NEUTRAL] With and it says plan meddling with benefit assignments. I don't know if this is the right card information to give my providers.
[AGENT][NEUTRAL] OK, um, well, I can help you um with your cards and your, your documents. It sounds like you have the ID card though, but I can, I can help you um with your plan. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah [PII] and my cell is [PII].
[AGENT][NEUTRAL] Thank you for that. And on the card, [PII], do you see where it says in hospital or outpatient policy certificate number?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] No, because the only card that you've ever sent me was when I first signed up for benefits. I haven't received any other card after that.
[AGENT][NEUTRAL] OK, so the card that you have that has met link on it, it's not a car, it's paper. I'm just trying to see what you have so I know what to ask for.
[CUSTOMER][NEUTRAL] So I don't, I don't know.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's paper.
[AGENT][NEUTRAL] OK, I can look the policy up with your social if you'd like.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Whenever you're ready.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So I'm just waiting for everything to come up here it is. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I'm
[AGENT][NEUTRAL] OK, and [PII], I have you here. I just need you to verify your date of birth, your first, um sorry, your date of birth, your mailing and email address. You already gave me your name.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] And what was the last one you needed?
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] if you don't have that one on file then it's [PII].
[CUSTOMER][NEUTRAL] Uh, I'm sorry, [PII].
[AGENT][POSITIVE] Alrighty, and thank you so much for verifying your information. All the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And so I do see that your um group has elected for online cards only. So that's why you haven't received the cards. I can send you an email um with your card and your, um, you know, like the breakdown of your policy, what's covered and all of, like, you know, what's paid and the dollar amount. If you'd like, I can email it to you, um, so that you can have your cards and your documents. Uh, let me see.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] OK, and the email address that we do have on file is the first one you gave the [PII] [PII]. Is that, that's OK?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK, so I will go ahead while we're on the phone, let me make sure it's available. I don't want to make you a promise and then it's not here when we get off the phone. Hold on one second.
[AGENT][NEUTRAL] OK, so both your ID card and your policies here. So I'm gonna go ahead and send you this over, send this over to you in an email. So you should be receiving in about maybe 5 to 10 minutes. Um, look in your spam though, it's coming from the care team. Some people say it goes to spam, so just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] I've
[AGENT][NEUTRAL] Well, was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.