AccountId: 011433970860
ContactId: a2d1c1fb-7fa5-40b5-8caf-2f7909981234
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 744159 ms
Total Talk Time (AGENT): 349203 ms
Total Talk Time (CUSTOMER): 313743 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/a2d1c1fb-7fa5-40b5-8caf-2f7909981234_20250328T19:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need a new, uh, ID card, please.
[AGENT][NEUTRAL] OK, you're needing an ID card, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] Uh, my name's [PII] is the last name.
[AGENT][NEUTRAL] OK, and Mr. [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, let me see, I'm looking at the card right now, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I have payer ID and where do I find the, uh, I have certificate numbers. Where is the policy number if you can point me to the right direction.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, sure, it just depends on the type of policy you have as to how it's worded on your card. Do you see a policy certificate or an
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] It's a payer ID.
[AGENT][NEUTRAL] No, sir. not that number. There will be another number on there also. It may have an in-hospital or an outpatient number.
[CUSTOMER][NEUTRAL] Oh, there's a group number.
[AGENT][NEUTRAL] No sir, there should be an additional number.
[AGENT][NEUTRAL] It may say in hospital.
[CUSTOMER][NEUTRAL] Is it, it's uh
[AGENT][NEUTRAL] Or outpatient?
[CUSTOMER][NEUTRAL] Oh, I have, uh, in hospital and outpatient. So, which one should I give you?
[AGENT][POSITIVE] Yes, so you may give me either one. Either one will be fine.
[CUSTOMER][NEUTRAL] OK. Uh, the, the hospital is uh 024.
[CUSTOMER][NEUTRAL] 7875
[CUSTOMER][NEUTRAL] 9 M as in Mary, L as in Lucy, 7.
[AGENT][NEUTRAL] OK thank you one moment while I get your information pulled up please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and Mr. Yup, I will need to verify several things with you first for security purposes and any information that I may provide would be a verification of benefits and not a guarantee of payment. So again, if you would give me the correct spelling of your last name so I can make sure it is correct in the system.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you and your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and your home mailing address, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same. One of them is still is the same as what you gave me. We also have another number on file for you as well.
[AGENT][NEUTRAL] What is your cell number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Uh, my cell number is [PII].
[AGENT][NEUTRAL] OK, thank you and then I do need to add an email address back on file for you, Mr. Yup. What is your email address?
[CUSTOMER][NEUTRAL] OK, uh, I don't have one already on file.
[AGENT][NEUTRAL] No sir, I, you did at one point obviously because I can see that you have set up your profile in our portal, but for some reason it is not currently showing in the system for me anymore.
[CUSTOMER][NEUTRAL] I don't remember which one, it's been, you know, probably 2 or 3 years since I since I first set up the uh profile. Is it [PII] uh uh email address or or or or or.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I don't know. Let me, let me pull up your information for the portal to see what you use. That's what I'm saying. I can't see the email it's.
[CUSTOMER][NEUTRAL] Yeah, if you can give me uh whether it's [PII], I can give you the uh the uh email address.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Bear with me just a moment. OK, this appears to have been your uh Gmail account.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, uh, you want, so do you want me to, do you want me to verify my Gmail account or, or I'm sorry?
[AGENT][NEUTRAL] Yes sir, tell me what that is, please, yes sir, yes sir, please verify that email address for me.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, so I will be happy to request that ID cards, uh, be mailed to you, Mr. Yup. That does take about 10 business days for you to receive them. Now you can also access them in your portal as well.
[AGENT][NEUTRAL] In your account when you log in, do you still remember your username?
[CUSTOMER][NEUTRAL] Is it possible to email it to me, [PII]?
[AGENT][NEUTRAL] I can give you the user name that you set up and if you don't remember your.
[AGENT][NEUTRAL] Password you would just create a new password.
[CUSTOMER][NEUTRAL] OK, um, like I said, it's been like at least 2 years since I since I set up my profile, um, I prob, um, everything is so fuzzy now, uh, so what is my username?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it's
[CUSTOMER][NEUTRAL] And what is the uh uh web web URL?
[AGENT][POSITIVE] The website? Yes, I'll be happy to give you that. So the website first off is secured.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. Correct. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] it's one word.
[AGENT][POSITIVE] Yes, sir. Yes, sir. So again, that's secured.
[CUSTOMER][NEUTRAL] OK, let me, let me, [PII], let me repeat back to you.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Sorry, uh, I, I, I, I, I, it seems like we are talking over each other, so I'll, I'll, I'll, so I'll just let you do all the talking and then I'll ask all the questions.
[AGENT][NEUTRAL] There is a small lag in our conversation, so I apologize about that. So the, I'm gonna say the website again.
[CUSTOMER][NEUTRAL] Yeah, we keep talking over each other, so.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK. Website is secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your username?
[CUSTOMER][NEUTRAL] And my uh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Is [PII] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] what?
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] The number 2
[CUSTOMER][NEUTRAL] OK, so let me, let me.
[CUSTOMER][NEUTRAL] OK, so let me, um, so there are no special characters or symbols in that username, right? [PII]?
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] OK, so let me uh run it back to you. The username is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Lowercase [PII].
[CUSTOMER][NEUTRAL] And then lowercase [PII].
[CUSTOMER][NEUTRAL] And lowercase [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, so if I don't remember my uh password, I need to reset it.
[AGENT][NEUTRAL] That is correct because we do not have access to the passwords only to the username.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My, my, my next question is, is it possible to just email me uh the uh the uh the user ID? Because right now I'm looking at the one that I have that is for the past year. My uh my uh employer insurance coverage starts on [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Uh yes sir and that your number is not changing. I mean that is still the active policy. We do not issue new ID cards each year. The only time we issue a new card is if there is a plan change.
[AGENT][NEUTRAL] So the ID card that you have is still the one that you will use.
[CUSTOMER][NEUTRAL] Well, I, I do have a, a, a, a, a plan change, [PII].
[CUSTOMER][NEUTRAL] Effective [PII], the coverage is just for myself.
[AGENT][NEUTRAL] Yes sir that is currently what we already show.
[AGENT][NEUTRAL] We do show that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As individual mhm.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Right, and then, so therefore I, I, I, I, I want a new, uh, ID card, uh, which you said it will be in the mail and usually takes about 7 to 10 business days.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] That is correct. Now in your.
[CUSTOMER][NEUTRAL] OK, in the meantime.
[AGENT][NEUTRAL] In your portal currently, you should see an ID card that shows your policy as individual. It would have individual on the ID card that is currently in your portal also.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, so, um, so, uh, I can still use my old.
[CUSTOMER][NEUTRAL] Card for last year, [PII] until I got the new one in the mail in 7 to 10 days.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so, so, so the, the.
[AGENT][NEUTRAL] Because it will be the same card that you have now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The only difference if does your, what type, OK, on the front of your card.
[AGENT][NEUTRAL] What type of coverage does it show on that card?
[CUSTOMER][NEUTRAL] Uh, you mean the plan, uh, the plan, the plan name?
[AGENT][NEUTRAL] No, sir, there should be like what does it say individual and spouse or or couple?
[CUSTOMER][NEUTRAL] Uh, the one that is, the, the one I'm looking at right now, [PII], the one I'm looking at right now, [PII], as I said to you earlier, um, it was an old car effective [PII]. What it said the coverage is employee, which is myself and spouse.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so yes, at the time, yes, that that was sent, that is correct. Now in your portal and also the one that you will receive in the mail.
[AGENT][NEUTRAL] There is one available that just shows the coverage as individual.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It doesn't have spouse on it.
[CUSTOMER][NEUTRAL] So, so again my question is that um I understand what you told me, uh I can get the portal uh uh and then get the individual card, but in the absence of that, I can wait 7 to 10 days for the physical card.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][MIXED] OK, sounds great, but in the meantime, uh, God forbid, in the meantime, God forbid if anything happened, I can still use my old card.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is correct because if a provider calls to check the benefits, we will be able to tell them that your coverage is for you only. Mhm.
[CUSTOMER][POSITIVE] Fantastic.
[CUSTOMER][POSITIVE] Thank you, [PII], and thank you very much for your help and you have a great weekend.
[AGENT][POSITIVE] Well, you're very welcome.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Well, I hope you have a wonderful weekend too, Mr. Yup. And is there anything else at the moment that I can help you with?
[CUSTOMER][POSITIVE] That'd be all, [PII]. Thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you again for calling APL. I enjoyed speaking with you and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You as well. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.