AccountId: 011433970860
ContactId: c608c992-4085-4b97-bd20-9f5235585b25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 702250 ms
Total Talk Time (AGENT): 330397 ms
Total Talk Time (CUSTOMER): 182547 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c608c992-4085-4b97-bd20-9f5235585b25_20250205T20:22_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I wanted to see if you can email me my ID cards.
[CUSTOMER][NEUTRAL] Or it's.
[AGENT][NEUTRAL] OK. You're needing to find out how to get your ID cards. Is that correct?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm actually online right now. I wanna make sure that I have the correct.
[CUSTOMER][NEUTRAL] APL card but I don't think this is the new one.
[AGENT][NEUTRAL] OK, Mr. [PII]. Well, I can help you with that. First off, I'm gonna have to pull up your policy information and verify some things with you for security. What is a good callback number also for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what policy number do you have?
[CUSTOMER][NEUTRAL] One, it's a group 15493.
[AGENT][NEUTRAL] OK, so there should be another number.
[AGENT][NEUTRAL] That's the group number. That's not your specific policy number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The in hospitals
[AGENT][NEUTRAL] Yes ma'am. Either one of them are inpatient or outpatient, either one.
[CUSTOMER][NEUTRAL] Either one, OK, um, 01659538 [PII].
[AGENT][NEUTRAL] OK, thank you. One moment please while I get your information pulled up.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Uh, the phone number that we have on file for you, one of them is the same as the one you gave me. We also have another phone number on file. Do you have another phone number or what is another number we could have?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, now we the one that we have is ends in a [PII].
[CUSTOMER][NEUTRAL] That's where
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. What is that number? What's that phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Is that still a valid number for you?
[CUSTOMER][NEUTRAL] No, it's not.
[AGENT][NEUTRAL] OK. And then the last piece of information is going to be your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I can update your phone number. I can remove that [PII] number from your profile and just have the one ending in [PII], the [PII].
[AGENT][NEUTRAL] Um, but I would suggest that you reach out to your employer to to update that information if you haven't already, because Ms. [PII], it's possible that it could, that number could also get added back that I've removed and override my change.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So you do have that is an older policy. The number you gave me is a policy that's you had from [PII], uh huh, so you said that you are logged into your portal, is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am, I press.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] I'm sorry, ma'am?
[CUSTOMER][NEUTRAL] To download, yeah?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEGATIVE] Every time I press um available ID card, that's the card that pops up on my system.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] And you're clicking on the current policy number. If you're on the policy number you gave me, it is going to pull up that old ID card.
[CUSTOMER][NEUTRAL] Well, the thing is
[AGENT][NEUTRAL] You would need to click on that policy number for the active policy.
[AGENT][NEUTRAL] The 249-762-7.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But when you press the active policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK. Oh brother.
[CUSTOMER][NEGATIVE] Something's wrong with your system. Oops, there's been an error. Oh my gosh, like one thing after another. My life is so complicated.
[CUSTOMER][NEUTRAL] Um, every time you click that policy number.
[CUSTOMER][NEUTRAL] What happens is it takes you to the policy, the actual to print all the papers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The 249-762-7.
[AGENT][NEUTRAL] Mhm. And you do also have an ID card.
[AGENT][NEUTRAL] that is also available to you. So give me just a moment.
[CUSTOMER][NEUTRAL] Yeah, you see, oops, there's been an error.
[CUSTOMER][NEUTRAL] I don't know what's going on.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Are you, are you on a computer or are you trying to do this on a cell phone?
[CUSTOMER][NEUTRAL] On my phone.
[AGENT][NEUTRAL] OK, that's gonna be part of the problem is it's not going to, it may not do that from your phone, but I'm wanting to make sure that I can see your card. So give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so under now on your dashboard under my coverage.
[AGENT][NEUTRAL] And again, because you're doing this on your phone, you may not be able to see all of this, Ms. [PII].
[CUSTOMER][NEUTRAL] Under dashboard.
[AGENT][NEUTRAL] Under my coverage. So like when you log on, you should see where it says my coverage.
[CUSTOMER][NEUTRAL] Hold on, my coverage.
[AGENT][NEUTRAL] My ID card next.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] Well, yeah, I see where it says my ID cards, and then you click those uh their their what, PDF?
[AGENT][NEUTRAL] Yes, are you clicking the one for the ID card or the policy?
[CUSTOMER][NEUTRAL] I'm clicking the one for the ID it says available ID and then you click the PDF, but it's giving me the old policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm not sure why you're getting that because I'm able to see your your current ID card with your current policy number.
[CUSTOMER][NEUTRAL] Can you email it to me?
[AGENT][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] Please, cause my husband is at the doctor's office.
[CUSTOMER][NEUTRAL] And they're requesting and they're saying that they have the old one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. OK. So just one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what I would recommend is like trying it when you're able to do it from a computer, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because it should have, which, because I'm able to to do it. So I, it may have to do with the phone, but I'm, it's opening the proper ID card for me.
[CUSTOMER][NEGATIVE] I don't understand.
[CUSTOMER][NEUTRAL] I have no idea what's going on here.
[AGENT][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] I closed out my, my uh.
[CUSTOMER][NEUTRAL] Um, my brow browsers, I cleared the caches. I'm gonna just log in again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sign in.
[CUSTOMER][NEUTRAL] You guys don't have like an app, do you?
[AGENT][NEUTRAL] No, ma'am. It doesn't currently have an app, but I did just email you the ID cards. So you should be receiving that in just a moment. The email you're gonna get will come from care team and I did put APL ID cards in there for you, Ms. [PII], so it's easy to recognize.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Oh, you're certainly very welcome and um I'll go ahead and request that another set also be mailed to you.
[CUSTOMER][NEUTRAL] So it comes from uh what type of email?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Do you have, yes, ma'am. Did you say yes?
[CUSTOMER][NEUTRAL] No, not yet, um, I'm gonna.
[AGENT][NEUTRAL] Now, it, I don't think it will go to your junk or spam folder. I mean, there is that possibility if we've never emailed anything to you. Um, we'll just give it just a moment. And your email is [PII], excuse me, let me start that again. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. Now, give me, OK, so wait just a moment, Ms. [PII].
[AGENT][NEUTRAL] Alright, let me look at
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Oh, I got it. Let me open.
[AGENT][NEUTRAL] And that's, you did get it?
[CUSTOMER][NEUTRAL] Let me open it hold on.
[AGENT][NEUTRAL] Yeah, make sure you can open it. Sure.
[CUSTOMER][NEUTRAL] OK, so it's uh.
[CUSTOMER][NEUTRAL] Let me see, oh, here we go right here.
[CUSTOMER][POSITIVE] Got it, got it, thank you so much.
[AGENT][NEUTRAL] Oh, you are so very welcome and I'm sorry that you're having an issue, like I said, it could possibly be because it's from the phone, but I would definitely try to do that from the computer because you should be able to click on your.
[AGENT][NEUTRAL] Your active policy and it populates that same ID card that I just sent to you.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Well, you are very welcome. Can I help you with anything else this afternoon?
[CUSTOMER][POSITIVE] That would be all, you have a great day.
[AGENT][POSITIVE] OK, Ms. [PII]. Well, you too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.