AccountId: 011433970860
ContactId: a493641f-7655-4e1d-8a5c-5b4b79d22374
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220339 ms
Total Talk Time (AGENT): 101192 ms
Total Talk Time (CUSTOMER): 99902 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a493641f-7655-4e1d-8a5c-5b4b79d22374_20250220T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. OK, good morning. I was calling because I know the um the benefits don't start um kicking into April I think [PII].
[CUSTOMER][NEUTRAL] Right, and I have the policy number and but they they saying they need the ID number in order for me to make an appointment for April.
[AGENT][NEUTRAL] OK. What's the policy, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] I'm sorry not to cut off. The policy number is 2597084.
[AGENT][POSITIVE] OK thank you so much for that bear with me just one moment let me pull this up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then if I could just verify please the name on the policy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you so much and then I will need to verify date of birth and address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and so they say that they're needing a member ID is that what they're needing?
[CUSTOMER][NEUTRAL] Yes, ma'am, I told them I had the policy number, but they, they just.
[CUSTOMER][NEUTRAL] I don't know, taking me through too much.
[AGENT][NEUTRAL] Um, did you guys by chance get any sort of card?
[CUSTOMER][NEUTRAL] Well, you know what, OK, because we are in the field because he works in the oil field and we haven't been there to get the mail, so that's what I told [PII]. But, um, I have to get these appointments for him, you know, so that's why, so they gave me, I called, so I don't have the card with me, you know, and normally, but so, so much is changing in this world, normally they'll tell me, OK, this, am I right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Just bring, just bring the cards in when you come, you know, normally, but now everything is all changed.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Now I want you on your leg and your foot before you walk in the door.
[AGENT][NEUTRAL] I hear you. OK, so I do you have access to email? Can I email you a card because on the card there.
[CUSTOMER][POSITIVE] Yes, yes, ma'am, yes ma'am, yes ma'am, you can.
[AGENT][NEUTRAL] OK, because I was just gonna say on the card like there is no member ID like it's policy certificate number, which is what you have and you gave me it'll give them the effective date it'll give them the group number and how to file claims so hopefully if I send this to you and then you can show this to them, they should not have any concerns, you know what I mean?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK, I'll, I'll, uh, I, I guess you probably say look on the back of the card and say something. I don't know, but you have my email you have.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let, let me pull up what I have on file here um so it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, that's it.
[AGENT][NEUTRAL] OK, OK, so I will send a copy of the card there and then um if you continue to have any problems I mean feel free to call us back we can see what else we can do if that doesn't suffice for them.
[CUSTOMER][POSITIVE] OK thank you I appreciate it.
[AGENT][POSITIVE] Yeah, my pleasure. Take care.
[CUSTOMER][POSITIVE] OK thank you you too.
[AGENT][NEUTRAL] Bye bye.