AccountId: 011433970860
ContactId: a1552802-ccf1-4c76-b7ed-a567af138962
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477359 ms
Total Talk Time (AGENT): 263533 ms
Total Talk Time (CUSTOMER): 204535 ms
Interruptions: 13
Overall Sentiment: AGENT=1.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/a1552802-ccf1-4c76-b7ed-a567af138962_20250512T16:55_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Oh what are you saying? I, I mean.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, how are you doing? I'd like to change my address please.
[AGENT][NEUTRAL] OK, you're needing to update your address. Is that correct?
[CUSTOMER][NEUTRAL] Yes, so I could see where I live right now I can't get mail, so I haven't gotten my ID card yet. So I, so I got I had to get a PO box.
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] Yes, sir, I can help you with that.
[AGENT][NEUTRAL] OK, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh, I don't have it right now.
[AGENT][NEUTRAL] OK, what is your full social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Give me a moment please to locate your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so Mr. [PII], I will need to verify the information that we have on file currently for security purposes. So first off, if you could please verify your date of birth.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and also the address that we have on file for you currently.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the phone number that we have for you is the same as the one you gave me, so that is your best phone number that we should have. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and the last thing to verify is going to be your email?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] power and start.
[CUSTOMER][NEUTRAL] The free shipping for a limited time.
[AGENT][NEUTRAL] And so you're wanting to change the [PII] address to a PO box, is correct?
[CUSTOMER][NEUTRAL] Yes, because I can't get mail here and I haven't gotten my card yet. That's why.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] I just, so,
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so to update your information with APL you will have to contact benefits and a card because that is who you enrolled with and then they provided us your information so you'll update it with them and then it will transmit over to us it does take a couple of days for that to occur but I can give you their phone number if you don't have it. I can also connect you with one of their representatives.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And if you haven't already set up your profile, Mr. [PII] in our portal at APL, I will be happy to email you the user guide for how to do that so that you can go ahead and have access to your ID cards.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] finish.
[CUSTOMER][NEUTRAL] Yes, I have my card on my phone right now, um, but still I, I want, I want a hard copy of it.
[AGENT][NEUTRAL] Uh-huh. This is for.
[AGENT][NEUTRAL] OK, so once the address is updated, you can call us back to request that. But the other this, because right now, we have already mailed cards to that address that you said you're not receiving mail at, and I can't change your address. So if I were to order cards for you right now.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You are free.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's going to send it to that same address.
[CUSTOMER][NEUTRAL] Oh OK, so I gotta call um the other company, right?
[AGENT][POSITIVE] Yes, actually I'll give you their phone number and then I can transfer you to them.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah if you could transfer for me.
[AGENT][NEUTRAL] But I am still going.
[AGENT][NEUTRAL] OK, would you like to take their number down in case we're disconnected or the call drops for some reason?
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] So just let me know when you're ready. OK, so their number is [PII].
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm. Did you get the first part? [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'll be waiting OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes sir, and again I will transfer you and I'm also still gonna email you this user guide because that's gonna give you more access to your policy information and claims information as well as your ID cards online, OK? So the email that you're gonna get from me about that will come from [PII].
[CUSTOMER][NEUTRAL] OK, I got it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] And I did put APL in the subject line for you so that that's easier to recognize.
[AGENT][POSITIVE] And you should have that in your inbox just any moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I will be happy to connect you over to benefits in a card, but first, is there anything else that I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Oh no, I'm good.
[AGENT][POSITIVE] OK. Well, thank you for calling APL Mr. [PII]. I hope you have a very nice afternoon and if you'll give me just one moment, I'll get you transferred.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press 1.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And thank you for calling Benes in the card.
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][POSITIVE] Who do I have the pleasure of speaking to?
[AGENT][NEGATIVE] I'm so sorry. I could not hear you at all initially. Your voice was so faint.
[CUSTOMER][POSITIVE] Sorry about that. Can you hear me now?
[AGENT][NEUTRAL] I can, yes. Uh-huh. And who am I speaking with?
[CUSTOMER][POSITIVE] OK, thank you for calling with Priscilla.
[AGENT][NEUTRAL] Oh, hi, [PII]. This is [PII]. How are you today?
[CUSTOMER][POSITIVE] Good how about yourself? How can I help you?
[AGENT][NEUTRAL] I'm doing, I'm doing fine, thank you. I have an insured on the line who's needing to update his address that's on file because he cannot receive mail at the current address.
[AGENT][NEUTRAL] His name is [PII] and he is with Focus Workforce Management and the last four of his social is [PII].
[CUSTOMER][NEUTRAL] OK. What
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you said the company is for Workforce?
[AGENT][NEUTRAL] It shows focus workforce management in our system.
[CUSTOMER][NEUTRAL] OK. All right. Bear with me one second. You said it was [PII]. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so you wanted to update his address on file?
[AGENT][NEUTRAL] He does. Yes, ma'am. He wants to update it. I have him on the line.
[CUSTOMER][NEUTRAL] OK, OK, then you can go ahead and transfer her.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK. Well, thank you so much, [PII], and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You too thank you. Thank you for calling business card mhm.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Bye bye. Yes, ma'am. You're welcome.