AccountId: 011433970860
ContactId: a6f0261d-35da-45ac-ae33-09555ee9cd50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237039 ms
Total Talk Time (AGENT): 77845 ms
Total Talk Time (CUSTOMER): 129123 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/a6f0261d-35da-45ac-ae33-09555ee9cd50_20250205T20:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from the broker's office, the Coyo Kylie Insurance Agency.
[CUSTOMER][NEUTRAL] And um I have a question for you um I got a request from a group that has APL for their employees and they wanted me to order another APL ID card for the member. I print I've got one that I got off the website. Do you guys mail APL ID cards to the members' homes?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, Ms. [PII], if it's for one of our secondary, like a supplemental plan, like a MetLink, we do.
[CUSTOMER][NEUTRAL] Um, can't tell you if it's a Metin or not. Can I give you a group number? Oh, you know what, it does say Medlink. It does say med link with benefit assignment on the card, so it is a Metlink account. Um, what do you need from me to send an ID card to this guy? Because I didn't see where I could order an ID card over your website.
[AGENT][NEUTRAL] Yeah, OK, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK.
[CUSTOMER][NEUTRAL] To be mailed to him.
[AGENT][NEUTRAL] It's OK. I can go ahead and do that for you, Ms. [PII]. Um, let me have a callback number just in case we get disconnected and I'm gonna need the group number.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, uh, ID number or phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and what's that group number?
[CUSTOMER][NEUTRAL] Group number is 19253, that's surplus management, excuse me, doing business as water surplus.
[AGENT][NEUTRAL] OK, and I need to verify your email address.
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] All right. And what's the name of the insured?
[CUSTOMER][NEUTRAL] His name is [PII]. Last name is [PII]. It's [PII] I do have his um.
[CUSTOMER][NEUTRAL] Uh, policy er number if you need that.
[AGENT][NEUTRAL] OK. I think I got it, but if you wanna give it to me, just to confirm, you can do that.
[CUSTOMER][NEUTRAL] Oh sure, just to be sure, sure, 02350219.
[AGENT][NEUTRAL] OK. And his date of birth?
[CUSTOMER][NEUTRAL] Um, that's one thing I probably don't have right on the top of my tongue.
[CUSTOMER][NEUTRAL] Uh, hang on, I gotta look look at him and see.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] What it is, uh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And why you do that I can.
[CUSTOMER][NEGATIVE] Oh for Pete's sakes, I do not have that in front of me um hang on I'll.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What about his address?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, yeah, that's what we got. So let me go ahead and just order the card.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it looks like the last time we ordered one was when he got the policy, which was back in [PII]. Mhm, yeah.
[CUSTOMER][NEUTRAL] Probably when he first started.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, so I went ahead and send the request for that card to be sent out to him. So it will take 5 to 7 business days for him to get the one by mail, OK?
[CUSTOMER][POSITIVE] OK all right thank you very much appreciate your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss?
[CUSTOMER][POSITIVE] Uh, nope, that's all I need. Thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon.
[CUSTOMER][POSITIVE] Yeah thank you uh huh bye.
[AGENT][POSITIVE] You're welcome, bye.