AccountId: 011433970860
ContactId: bc888f35-9059-4718-8700-35354bd79a95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327489 ms
Total Talk Time (AGENT): 182406 ms
Total Talk Time (CUSTOMER): 94543 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/bc888f35-9059-4718-8700-35354bd79a95_20250305T20:26_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEGATIVE] Good afternoon, [PII]. I need to get my medical, you know, get my medical and den information because I don't know what I did with the cards or something there. I don't, I lost everything. I'm trying to get all my information again. Uh, so I needed to get, um, renew my blood pressure medicine and, um, uh, get this information to my, uh, provider and everything right here.
[AGENT][NEUTRAL] OK, I can definitely help you get your policy number and order you new cards as well, but before we proceed, is it possible to get your name and a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Absolutely. First name [PII], last name [PII], and uh my phone number is [PII].
[AGENT][NEUTRAL] You said [PII] was the last for Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, and can you spell your last name for me please? I'm gonna do a name search.
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII], [PII], like [PII].
[AGENT][NEUTRAL] OK, thank you for that. Bear with me one moment. And what state do you currently reside in, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, bear with me.
[AGENT][NEUTRAL] It's moving slow. Bear with me.
[AGENT][NEUTRAL] All right, I believe I've located your information. Can you verify your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. My mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And I'm also showing that we have a personal email account on file. Can you please verify that too, please?
[CUSTOMER][NEUTRAL] My first name. last name [PII].
[AGENT][NEUTRAL] And that is what we have on file. So you do have 3 active plans with us. I'm gonna go ahead and order you physical cards for your dental and your medical, and I can also email them to you, but in the meantime, let me give you your medical policy number and group number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your medical policy is 257.
[AGENT][NEUTRAL] 47
[AGENT][NEUTRAL] 75.
[AGENT][NEUTRAL] And your group number?
[CUSTOMER][NEUTRAL] OK, you said.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your group number is 22215.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they was asking me about some policy and group number. I was like, I don't know what you're talking about. I have no idea.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, they need that information to verify, but they can definitely call us direct to verify your benefits and eligibility and how to file. Um, again, I'm gonna email you cards on your medical. You're gonna get two separate emails. It's gonna be one with your medical and one with your dental. Would you like to go ahead and get your dental policy number as well, Mr. [PII], or?
[CUSTOMER][POSITIVE] Yes, yeah, I can, yeah, I can write it all down here. Yeah. Mhm.
[AGENT][NEUTRAL] OK, so your dental policy numbers.
[CUSTOMER][NEUTRAL] You can still email it as well, yeah, you can still email it to ask mhm.
[AGENT][NEUTRAL] I am. OK, I'll definitely do that. So, you're gonna have the same group number, but your policy number is 257.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 46.
[AGENT][NEUTRAL] 74.
[CUSTOMER][NEUTRAL] OK, and this group number is 22215 is the same.
[AGENT][NEUTRAL] Yes sir, that is correct. So the email is gonna be coming from [PII]. You should have it in about 10 to 15 minutes. Again, it's gonna be two separate emails and included with that information I'm also gonna um provide you with the instructions on how you can reg.
[AGENT][NEUTRAL] Sier on to our online service center which will give you access to your policy and temporary cards if needed and once you start getting claims submitted, you can also go out there and check and see where we're at with them and of course once they're finalized you'll be able to see the explanation and benefits as well.
[CUSTOMER][POSITIVE] Yes, please, yes.
[CUSTOMER][POSITIVE] OK, I do appreciate that, ma'am.
[AGENT][POSITIVE] Not a problem at all, Mr. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Um, no, that'll be all. You said I had 3 active policies, is the, the other one that this.
[AGENT][NEUTRAL] You do
[AGENT][NEUTRAL] The other one is a critical illness policy.
[CUSTOMER][NEUTRAL] Oh yeah, that's right, the critical illness, yeah, OK, alright, I'll see when I register I'll be able to see all of that online though, right.
[AGENT][POSITIVE] Yes sir, you would definitely have access. You'll just have to click on the policy numbers individually to see each one individually, but you'll be able to see everything out there, um, and again I'm gonna order physical cards as well, so you should get those in the mail within 5 to 7 business days.
[CUSTOMER][POSITIVE] Alright ma'am, I do appreciate your help.
[AGENT][POSITIVE] No problem at all Mr. [PII]. Thank you for calling APO and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] You're welcome.