AccountId: 011433970860
ContactId: be560d4f-e7ce-4800-8b3f-38256d3510d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 544190 ms
Total Talk Time (AGENT): 110812 ms
Total Talk Time (CUSTOMER): 107139 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/be560d4f-e7ce-4800-8b3f-38256d3510d6_20250425T13:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good morning, how are you?
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][NEUTRAL] Good. I have a question. I was wondering, is it possible to get a, a replacement card?
[AGENT][NEUTRAL] Yes, uh, let me look into your policy and are you wanting a physical card in the mail?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Can I have your policy number, please?
[CUSTOMER][NEUTRAL] Yes, give me a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I said this group ID number, is that it? Or the hospital benefit certificate number?
[AGENT][NEUTRAL] Uh, it usually says policy cert or member ID.
[CUSTOMER][NEUTRAL] Mm, no, it says.
[CUSTOMER][NEUTRAL] Plan ID plan? No, the name of the plan and then the certificate number for in in hospital or outpatient.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, certificate uh let's try certificate number.
[CUSTOMER][NEUTRAL] It's 01.
[CUSTOMER][NEUTRAL] 611829 ML 7.
[CUSTOMER][NEUTRAL] That's for the in hospitals because the outpatient has a different number at the end.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] See, let's go by your first and last name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Just one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I'm not pulling your name up.
[AGENT][NEUTRAL] Uh, there's not a policy. I see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So your first name is [PII] and then last name [PII]?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is this for the American public life.
[CUSTOMER][NEUTRAL] Part
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] It has a like a plan. It has a name that the plan is under um right next to it has a group number um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what's the group number?
[CUSTOMER][NEUTRAL] It's 22392.
[CUSTOMER][NEUTRAL] This is through like the employer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. I'm gonna try another way. What is your social security number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] OK, [PII], can you uh verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the mailing address we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the email on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I found you on our system. Just one moment, let me see if we can send you a card through the mail.
[AGENT][NEUTRAL] OK, so your policy number is 1611829.
[CUSTOMER][NEUTRAL] I, I'm sorry, give me a moment, um.
[AGENT][POSITIVE] Oh, you're good.
[CUSTOMER][NEUTRAL] Policy number 16.
[AGENT][NEUTRAL] 11
[AGENT][NEUTRAL] 829.
[CUSTOMER][NEUTRAL] OK, 1611829.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, so I can send you an ID card. Would you like it mailed to the, to the address on file?
[CUSTOMER][NEUTRAL] Yes, the 14491, please.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right, will do.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and then would you also like a paper copy? I can send one to your email in case you need it sooner.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. I will send it both ways and that email is [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, I'll send this right over. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you again for your help, ma'am.
[AGENT][POSITIVE] OK, yeah, of course. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK, bye.