AccountId: 011433970860
ContactId: bcff7e47-1284-42f7-a95b-8b71c973803e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349359 ms
Total Talk Time (AGENT): 175667 ms
Total Talk Time (CUSTOMER): 203688 ms
Interruptions: 13
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/bcff7e47-1284-42f7-a95b-8b71c973803e_20250220T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I haven't opened
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII] and I'm calling to try to um get a card.
[AGENT][NEUTRAL] Alright, [PII], let's take a look. Do you by chance have a policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if the policy, but I know it's a group number. Will that work?
[AGENT][NEUTRAL] We can try that, yeah, what's the group number that you have?
[CUSTOMER][NEUTRAL] OK, so the group number is 23993.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] Monterey.
[AGENT][NEUTRAL] And then [PII], can I get your last name?
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright thank you so much let's see.
[AGENT][NEUTRAL] And then for security, I do need to verify please your date of birth and then the address we should have on file.
[CUSTOMER][NEUTRAL] OK, oh, I don't know what address that would be because you guys haven't changed anything since we first got you, right, like in [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so let me see here, I'm gonna, OK, so my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And I think I can give you, I, because I still remember my old address if, if you still want it.
[AGENT][NEUTRAL] Yeah, whatever um you think may be on file.
[CUSTOMER][NEUTRAL] OK, so it should have been [PII].
[AGENT][NEUTRAL] OK, we have one right now, [PII]. Is that the current address? OK, awesome. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, that is my current yes. OK, so it did update. Oh thank [PII].
[AGENT][POSITIVE] Awesome, OK, and then email address on file is [PII]. Is that still a good email for you?
[CUSTOMER][NEUTRAL] It's my work email. Can I switch it to my personal? I don't think I received anything from you guys in my work. So my personal is gonna be my first name, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me update that for you.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] you can get me something like that.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Alright, so if you'd like what I can do is send you an email with a card that way you have one immediately um to send one in the mail, yeah, to someone in the mail will just take um a little time of course so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, please, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that, that'd be so I can, you can send the email while I have it, but you're also sending me one through mail, right?
[AGENT][NEUTRAL] Yeah, so I'm gonna email you a card right now to your Gmail account and then what I'll do is put in a request to have one mailed out to you, um, that way you have a physical one for your records also, but the one that I'm sending to your email you can use immediately if you need to you can print it out or whatever so.
[CUSTOMER][NEUTRAL] On Amazon.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK beautiful thank you thank you so much.
[AGENT][POSITIVE] Yeah, not a problem, [PII]. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, really quick because I think this I've had you guys for like 5 years, but this is the first time I'll use you. How do I file a claim? Like, do I first do my payments or whatever I need to do, or can I do it before I do my payments from what I'm getting charged for for like ER visits and stuff like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Right, um, so ideally,
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you have the card, um, or the policy number, ideally if you can just prevent provide excuse me, uh, provide the actual provider like when you go to the ER or the doctor just let them know, say, hey, you know, I have such and such as a primary insurance, but this is my secondary.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And then they can generally bill on your behalf so they'll bill the primary and then us but if for some reason that doesn't occur you've had something happen and you still need to file claims you can file the the claims online, um, and we have like a service center where you can do it it's, it's not too hard to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so if do you have any like past claims that you need to file that you need some like um, OK.
[CUSTOMER][NEUTRAL] No, no, no, not, no, not right now.
[AGENT][NEUTRAL] OK, yeah, so if you ever need to on our website it's actually on your ID card, the website you can go and create a login uh to file claims and things like that but again like if you can just give the provider the info that's usually the easiest.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] I'm the best freedom.
[CUSTOMER][NEUTRAL] OK, that would be good. OK, so now I know I just had both my, my other provider and you guys alright.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely, [PII].
[CUSTOMER][POSITIVE] Perfect. Well, thank you so much. You've been amazing help. You too. Take care. Bye-bye.
[AGENT][POSITIVE] You're welcome. I hope you have a good rest of your day.
[AGENT][NEUTRAL] Bye bye.