AccountId: 011433970860
ContactId: 9e25d9fc-574a-4e37-80e0-4de81db5e569
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356910 ms
Total Talk Time (AGENT): 179861 ms
Total Talk Time (CUSTOMER): 155157 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/9e25d9fc-574a-4e37-80e0-4de81db5e569_20250117T17:33_UTC.wav
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[AGENT][NEUTRAL] No, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because um I did not receive my gap insurance.
[CUSTOMER][NEUTRAL] Uh, ID card? I'm sorry.
[AGENT][NEUTRAL] OK, sure. I can assist you with the ID cards. Um, may I have your name?
[CUSTOMER][NEUTRAL] Sure. It's um [PII] Last name is [PII]
[AGENT][NEUTRAL] OK. And um do you know the policy number or the group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh my God, I have last year's. I don't, I can give you that group number because it was the same people that we, it's uh.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Or the policy number mhm yes.
[CUSTOMER][NEUTRAL] The group number says 25828.
[AGENT][NEUTRAL] OK. If you have the policy number for last year's, that will help pull your new one.
[CUSTOMER][NEUTRAL] Um, where's the where it says payer ID or no?
[AGENT][NEUTRAL] Certificate in the bottom where it says outpatient inpatient cert, one of the two.
[CUSTOMER][NEUTRAL] Hold on, but you, are you talking about my insurance card or the gap one?
[AGENT][NEUTRAL] The gap.
[CUSTOMER][NEUTRAL] Cause I have the, the APL card from last year.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, the APL card is to have an outpatient cert or outer insert certification number starts with a 0 followed by 7 digits, followed by email. It's OK.
[CUSTOMER][NEUTRAL] But it
[CUSTOMER][POSITIVE] Oh, OK. I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry, which one do you need? There's 2 of them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Either or.
[CUSTOMER][NEUTRAL] Anyone? 02446325.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] ML 7
[AGENT][NEUTRAL] OK, may I have a callback number just in case.
[AGENT][NEUTRAL] Connected what's happening.
[CUSTOMER][NEUTRAL] Sure. It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And OK, so I have, you're welcome. No problem. It's OK. All right and may I have your date of birth, mailing address and email address on file for verification.
[CUSTOMER][POSITIVE] Thank you. Sorry about that.
[CUSTOMER][NEUTRAL] Sure. It's uh [PII] is my birthday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] That's [PII] I mean [PII].
[CUSTOMER][NEUTRAL] And the email should be [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Uh, they will be sure to find different things.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let me um
[AGENT][NEUTRAL] Let me change that address because we have the old address, um.
[CUSTOMER][NEUTRAL] Which address do you have? The [PII].
[CUSTOMER][NEUTRAL] [PII], is that what you have?
[AGENT][NEUTRAL] No, we have one in [PII], but the numbers are different.
[CUSTOMER][NEUTRAL] Or no.
[CUSTOMER][NEUTRAL] Oh, it's [PII]. Did I give you the wrong one?
[AGENT][NEUTRAL] Um, yes, [PII] is correct. Um, the number you were giving me in the beginning was [PII].
[CUSTOMER][NEUTRAL] Oh my [PII], I was giving you part of of my uh zip code and I don't know where I got that [PII] from.
[AGENT][NEUTRAL] Oh, OK, I'm so sorry. OK, so no, it's fine. So [PII] is correct?
[CUSTOMER][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] Yes, and I'm at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so everything else is good. OK, OK, that's good. All right. And let's see.
[AGENT][NEUTRAL] OK, so it looks like um the policy number has not changed.
[AGENT][NEUTRAL] Um, it's, yeah, it's still the same. Um, it doesn't look like the group has changed anything on you. So I don't see a new policy, so you're gonna continue using that same one. do you need another card? Mhm. Yeah, it's gonna be the same card. OK, yes, I can still order you a card. OK.
[CUSTOMER][POSITIVE] Oh, OK, good.
[CUSTOMER][NEUTRAL] The same card?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I need a new card because of the effective date on it.
[AGENT][NEUTRAL] Oh, it's gonna show the same effective date.
[CUSTOMER][NEUTRAL] Oh, it is? So then I can, OK, so then I can, no, I have the card, so it's, it's the same thing?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it doesn't look like it changed. Um, let me check the group just to make sure there's no changes, but I don't see any changes on your policy. So let me just go ahead and pull the group really quick, OK.
[CUSTOMER][NEUTRAL] I have for a group number is 25828.
[AGENT][NEUTRAL] Uh-huh, that's what I got here. And let me see if the group has changed anything.
[CUSTOMER][NEUTRAL] You know what? I'm gonna go ahead and call my some of my co-workers because they haven't received it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they were thinking the same.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm yeah, I imagine. Yeah.
[CUSTOMER][NEUTRAL] I'm gonna tell him that
[CUSTOMER][NEUTRAL] They can use the same one.
[AGENT][NEUTRAL] It's the same one. It has not changed. I see the group's still active. Um there's no change on any of the products, so it looks like it's gonna continue being the same one, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. All righty. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, that should be it.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good day, Miss. You as well. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Have a great day. You too. Bye-bye.