AccountId: 011433970860
ContactId: b204d885-757c-4f27-a3e4-305003522448
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370859 ms
Total Talk Time (AGENT): 181104 ms
Total Talk Time (CUSTOMER): 138162 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/b204d885-757c-4f27-a3e4-305003522448_20250320T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I'm trying to get some ID cards for my policy.
[AGENT][POSITIVE] OK, I can help you with getting cards for your policy.
[CUSTOMER][NEUTRAL] Uh, for, for.
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] OK, you need the policy number?
[AGENT][NEUTRAL] Yes sir, and your name?
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[CUSTOMER][NEUTRAL] Birth date is [PII].
[CUSTOMER][NEUTRAL] And the policy or certification number is uh.
[AGENT][NEUTRAL] OK, and [PII], what?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] I was gonna ask you for your policy number, but you got it. Go ahead.
[CUSTOMER][NEUTRAL] Yeah, it's uh 02579764 and the group number is 17626 Stevens Transport.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][POSITIVE] I appreciate you so much for giving me that information. OK, so you've already verified your date of birth, so let's go ahead and verify your address, phone number and email address, please.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] And phone number is [PII] and what else was that you needed?
[AGENT][NEUTRAL] Uh, your email address.
[CUSTOMER][NEUTRAL] Oh it is emails for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much. I appreciate you verifying that information, [PII]. And if we get disconnected, is that number that you gave me a good number to call you back on, sir?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] Yeah, that's my that's my work phone number.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, now let me look up real quick and you need a card, so what I'm gonna do is I'm gonna order a card for you and it's gonna be mailed to your home address that we have on file, the one that you uh verified for me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, you see, I have a, I got an email from, from [PII], I think that's his name, um, I got the vision, I got the vision email and I have my dental card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Insurance card, but I'm lacking the medical and prescription card.
[AGENT][POSITIVE] OK. I've got the metal, I've got this one going for you right now. I've just ordered it, so it'll process overnight. It should leave in the next couple of days and it'll be sent to your home address. Also, if you wanted to see anything now, we have an online service center.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you sign up for the online service center you can also see your cards, your policy information and you can file claims it's a direct portal to your policy would you like that address?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yes, yes, I would.
[AGENT][NEUTRAL] OK, it's
[AGENT][POSITIVE] It's secured, [PII]
[CUSTOMER][NEUTRAL] Uh-huh, uh.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] I'm out and about so I'm gonna, I'm gonna put it on my other phone. OK, so secure.
[AGENT][POSITIVE] [PII] on the end secured.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All one word.
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you sign up the first time you go in there you're gonna click that you're a new user.
[AGENT][NEUTRAL] And then the second option is gonna be that you are an individual with an APL policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the rest of it's just figuring out what you want your user name and password to be.
[CUSTOMER][POSITIVE] OK, alright, well I'll have my wife do that. She's very, very technical. She actually worked in the medical office, so I'm sure she'll get that knocked out pretty quick.
[AGENT][POSITIVE] OK. Oh, awesome.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, alright, so that's [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK hey thanks so much for your time I appreciate you.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] All right, have a good day, man.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, no, that's good, we're good as long as I can get all that stuff, and there, there is a RX card with the, with the policy, right?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a supple uh policy that the policy that number that you just gave me, [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Was your dental policy? Let me see.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's look.
[CUSTOMER][NEUTRAL] You want
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So I could use that to get RX's.
[AGENT][NEUTRAL] What I'm going to do is I'm gonna just.
[AGENT][NEUTRAL] No, that's not your dental policy. That'll have to be your hospital indemnity policy, which I'm gonna order a card for that one also for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 885. Let me go ahead and get that card order for you right now while we're on the phone so I can get it taken care of, make sure that you're taken care of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I might have to leave out before they they arrive though that's the only thing, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh no, well, if you go to that online service center you'll be able to see it there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, well I've got that other card ordered for you too.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK hey thanks so much for your time have a great day.
[AGENT][POSITIVE] You too [PII] thank you for calling APL you have a good night bye bye.
[CUSTOMER][NEUTRAL] Bye. Alright, yes ma'am, OK.
[CUSTOMER][NEUTRAL] You too. Bye bye.