AccountId: 011433970860
ContactId: a4eab4bd-54fc-41b8-bbbe-7d9601e1a2fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464140 ms
Total Talk Time (AGENT): 182126 ms
Total Talk Time (CUSTOMER): 163887 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/a4eab4bd-54fc-41b8-bbbe-7d9601e1a2fc_20250407T18:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm calling on behalf of my wife. Uh, we have APL. We both work in the same institution, but, um, I have, you know, she's not under mine, she's on her own, um, and, um, I needed to get her member ID number or anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, because she doesn't know where she put her card. I mean, it's in the house, but we're not in the house and we're planning on going to urgent care.
[CUSTOMER][NEUTRAL] Uh, in a little bit, uh, today.
[AGENT][NEUTRAL] All right, Mr. [PII]. Is she able to, yes, um, you need an ID card replacement for her policy?
[CUSTOMER][NEUTRAL] That makes sense?
[CUSTOMER][NEUTRAL] We don't need a new ID card. It's at the house. It's someone in the house in the safe.
[CUSTOMER][NEUTRAL] What we need is an ID card number.
[CUSTOMER][NEUTRAL] So that when we go to the urgent care that we can give them the information. I can give you my ID card number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you know,
[CUSTOMER][NEUTRAL] You want to give you mine?
[AGENT][POSITIVE] Yes, um, I can, um, yes, that can help.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So mine is.
[CUSTOMER][NEUTRAL] Let's see, policy number is 02585908.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 5908 yeah 02585908.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And just for verification steps, do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] Yeah, yeah, my birth date is [PII], and what was the second question?
[AGENT][NEUTRAL] Um, the address.
[CUSTOMER][NEUTRAL] Oh, my address is [PII].
[AGENT][NEUTRAL] And is it for um the institution First Baptist uh Western Christian Academy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Um, I do see here.
[CUSTOMER][NEUTRAL] And she works here too.
[AGENT][NEUTRAL] Mhm. Yes, I can um search it up uh um through the group. I did notice that the date of birth that you provided to me doesn't match with what we have, um, so we might have a date of birth, um.
[AGENT][NEGATIVE] Listed incorrect here.
[CUSTOMER][NEUTRAL] OK, it's well it's [PII] for me and my wife is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] of [PII], we have
[AGENT][NEUTRAL] [PII] though. um I can go ahead and note the correction.
[CUSTOMER][NEGATIVE] Yeah, that's a mistake.
[AGENT][NEUTRAL] Um, so I can have it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's a newly issued policy, OK.
[AGENT][NEUTRAL] OK, I will go ahead and notate the correction to your policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK date of birth.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Say it was through a call that it was corrected.
[AGENT][NEUTRAL] And give me just a second while I search up your wife's policy.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, [PII], I don't see your wife's policy. I only see yours.
[CUSTOMER][NEUTRAL] Right, she might have her her own policy on its own, uh, because, um, I have mine and my daughter and then she's on her own because she, she came in.
[CUSTOMER][NEUTRAL] She did it separately.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, does have a, uh.
[CUSTOMER][NEUTRAL] I mean, I can give you her name and info.
[AGENT][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] Yes, let's see, um, would she be using the same last name or she using uh a different one maiden name?
[CUSTOMER][NEUTRAL] She might, she might be using her last name, which is [PII]. Her first name is [PII].
[CUSTOMER][NEUTRAL] And we came in, uh, we got the policies on the same day.
[CUSTOMER][NEUTRAL] Or a day apart at most.
[AGENT][NEUTRAL] OK, I was able to find it. The only issue here um is she able to give authorization for me to send a, um,
[AGENT][NEUTRAL] Policy ID card.
[CUSTOMER][NEUTRAL] You like authentication.
[CUSTOMER][NEUTRAL] You mean like you want me to get her so that she can talk over here?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, just so she can give a yes, if it's OK.
[CUSTOMER][NEUTRAL] I can call her if she's.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] In the car.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know she's she's not answering. She's a teacher assistant, but anyway you could text her the information to her number without like.
[CUSTOMER][NEUTRAL] going through any of this, um, I mean, I'm, I'm OK if you text on the info.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm. Yes, I can definitely send a copy of the ID card to the email that you provided, but she would have to verify it. That would be the one that you want us to, wants us to use.
[CUSTOMER][NEUTRAL] OK, like, mm.
[CUSTOMER][NEUTRAL] You mean like you don't know if she wants to use that email account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, well, I mean like there's no, there's no way for me to get her on the phone right now because she's like I said, she's a teacher assistant.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] But yes, I can, I can, I will, uh, the email account that she um provided to us um during the enrollment, um, and if she did not receive it within about 20 to 30 minutes, um, she can give us a call back or you can give us a call back.
[CUSTOMER][NEUTRAL] Um, so yeah, I mean.
[CUSTOMER][NEUTRAL] OK, sure. I mean there's only one or 3 emails you can have. You can have her [PII] name [PII] or you can have [PII], or you can have [PII]. Um, if you feel confident that it's one of those three, then I'm confident you'll receive them. You don't have to tell me which one it is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, but.
[AGENT][NEUTRAL] Yes, unfortunately, since she's not able to give that authorization. I can't really tell much, but yes, I can definitely go ahead and um mhm. Yes, I can definitely go ahead and send that. Mhm. All right. I will go ahead and take care of that email for you. Is there anything else that I can help you with?
[CUSTOMER][POSITIVE] That and that's perfectly fine.
[CUSTOMER][NEUTRAL] Yeah, you can email it to her.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, I appreciate it. You did it all thank you.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye.